The descriptive study of service quality on customer satisfaction in Matrade Exhibition & Convention Centre (MECC): an empirical study through servqual/ Syed Muhamad Naufal Syed Abdul Ghani

The SERVQUAL instrument was developed in 1988 by Zeithaml, Parasuraman and Berry as a multi-item scale developed to assess customer perceptions of service quality in service industry. Customers usually evaluate service quality as low or high depend on whether the service performance meets their expectation or not. The purpose of this research is the descriptive study of service quality on customer satisfaction at Matrade Exhibition & Convention Centre (MECC) by using SERVQUAL theory and to throw light on the satisfaction level of the customers, so that the managers in the organization can improve the quality of their service. It depends on what the customer evaluate the firm as a service provider. This research uses SERVQUAL dimension as a guide to know the levels of customer satisfaction which is tangible, reliability, responsiveness, assurance and empathy in Matrade Exhibition & Convention Centre (MECC). Total sampling which is 30 respondents are among the clients that have been used MECC as their venue for their events. The questionnaire was distributed by using convenience method and some internal interview among the staff of MECC. The result of the study mentioned that all the SERVQUAL dimension are reliable to customer satisfaction.