A study of customer satisfaction level on the services provided by PDB - commercial sales department / Ahmad Fuzairijane Jaafar

This project paper is aimed at studying the customer’s satisfaction on the services that are provided by the PDB’s Commercial Sales department. It is important to study the customer’s satisfaction especially on the customer service in order to improve the services to meet the customer’s requirement.
This research was conducted within five months, starting from June until October 2000. In order to obtain the view, questionnaires were distributed to all industrial direct customers within Pahang area. The findings and hypothesis were analyzed by using SPSS program.
From this research, the researcher has noticed that it was not suitable to used “likert” questionnaire in this country because the respondents usually don’t frankly answering the question. They tend to answer the question with moderate, neutral or fair.
Finally, from the findings the researcher can deduce that the PDB’s industrial customer perceived that PDB’s customer service are good but still there were some area that should be improve in order to increase the customer’s satisfaction.