A study of customer satisfaction towards services provided in Taman Lagenda Langkawi / Fawiza Md.Sawi

The purpose of this study was to access the customer satisfaction towards services provided by Taman Lagenda langkawi, as one of tourist destination in Langkawi Island. The study was also used to determine the influence of customer satisfaction on the services provided by TLL management and also as measurement to LADA to measure either their existing services are significant or not to their customers.
Quality of services provided is an indication of the ability of Taman Lagenda Langkawi in satisfying customers’ needs and expectations. The evaluation on customer satisfaction was made on five (5) types of services provided in TLL, that were quality of cleanliness, price, shuttle services, operating hours and front line personel.
Questionnaire were distributed among the customers who were visited TLL between December 21st, 2002 and January 9th, 2003. A total of 200 surveys were completed which gathered data such as customer’s demographics and customer’s experienced about the services provided. In addition, customer’s rating on all services provided and their recommendations were also recorded. This enabled to study the customer satisfaction towards services provided in TLL. Data analysis involved the applications of descriptive statistics (frequency, means and standard deviation) and inferential statistics (i.e; t-test and chi-square).