To study the level of customer satisfaction towards public counter service / Prudence James Mojuntin and Nur Zahira Muksin

Mojuntin, Prudence James and Muksin, Nur Zahira (2011) To study the level of customer satisfaction towards public counter service / Prudence James Mojuntin and Nur Zahira Muksin. [Student Project] (Unpublished)


In most organizations nowadays, customer satisfaction plays important role in measuring its successfulness. We know when a customer is satisfied; it indicates that the organization has done a good job in providing their services or vice versa. Moreover, customer satisfaction are always relates in giving a positive effect towards organization's profitability. Customer satisfaction can be experience through various circumstances and connected to both goods and services provided. Technically speaking, there are three forms of customer satisfaction: Dissatisfied customer who looks for another supplier, satisfied customers who will continues to buy from the company in future, and loyal customers who will stay despite competitive offers. However, customer satisfaction differs depending on the situation, goods, and services received. These are few customer satisfaction guidelines according to Sam Walton, the founder of Walmart:
1) A customer is the most vital person in any business organisation.
2) A customer isn't dependent upon us, we're dependent upon him.
3) A customer doesn't interrupt our work; he is the reason for it.
4) A customer does us a favour by coming in. We aren't doing him a favour by waiting on him.
5) A customer is an essential part of our business, not an outsider
6) A customer is not just money in our cash register. He is a person with feelings that deserve to be treated with respect.
7) A customer is a person who comes to us with his needs and wants. Our job is to fill them.
8) A customer deserves the most courteous attention we can provide. He is the lifeblood of this and every other business.


Item Type: Student Project
Email / ID Num.
Mojuntin, Prudence James
Muksin, Nur Zahira
Subjects: H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Sabah > Kota Kinabalu Campus > Faculty of Administrative Science and Policy Studies
Programme: Bachelor of Administrative Science (Hons)
Keywords: Customer satisfaction; Public counter service; Organization
Date: May 2011
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