Customers' satisfaction towards service quality at Tabung Haji Kelana Jaya / Nur Aleesya Rafman

Rafman, Nur Aleesya (2018) Customers' satisfaction towards service quality at Tabung Haji Kelana Jaya / Nur Aleesya Rafman. Degree thesis, Universiti Teknologi MARA.

Abstract

The purpose of this study was to examine customers' satisfaction on quality service at Lembaga Tabung Haji Kelana Jaya. These respondents were the customers' of Lembaga Tabung Haji Kelana Jaya. The questionnaire was distributed to 110 customers. Data was analyzed using SPSS software version 20. The data was tested by using descriptive statistic and correlation analysis to answer the question of study and achieve the objective of this study. This study shows customers of Lembaga Tabung Haji Kelana Jaya agreed that service quality of Lembaga Tabung Haji at Kelana Jaya is good and they satisfied with personal relationship with the staff. Through correlation analysis, the results showed that there is a positive relationship between the level of customers' satisfaction with dimensions of tangible, responsiveness and empathy. Therefore, Lembaga Tabung Haji at Kelana Jaya should ensure the physical and the environment are in good and they can provide more facilities like counters and waiting chairs.

Metadata

Item Type: Thesis (Degree)
Creators:
Creators
Email / ID Num.
Rafman, Nur Aleesya
UNSPECIFIED
Contributors:
Contribution
Name
Email / ID Num.
Thesis advisor
Shahruddin, Solahuddin
UNSPECIFIED
Subjects: H Social Sciences > HJ Public Finance > Finance, Islamic
Divisions: Universiti Teknologi MARA, Shah Alam > Academy of Contemporary Islamic Studies (ACIS)
Programme: Degree of Muamalat - IC210
Keywords: tabung haji, customer, kelana jaya
Date: July 2018
URI: https://ir.uitm.edu.my/id/eprint/56005
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