A structural determinants of customer satisfaction on Residence Resort Paka, Terengganu / Norizan Rusli

The exploratory research (focus group) reported in this thesis offers several insights and propositions concerning customer's perceptions of service quality and customers satisfaction. The research study revealed certain dimensions that customers uses in forming expectations about perceptions of services, dimensions that transcend different types of services. The research also pinpointed four key discrepancies or gaps on the service provide side that are likely to affect service quality as perceived by customers.
Customer satisfaction depends more on the service quality that stress on responsiveness, reliability, empathy, tangible and assurance. The structural determinants of customer satisfaction derived form the study emphasis on service sensitivities, cost sensitivities, facilities, and value.
The finding abstract from the market survey stated that lack of knowledge, training, lack of facilities and insufficient capacities, and public relations that affect the way quality services delivered. In line with management plans to improve its quality service, a customer satisfaction survey must be carried out in order to provide a better understanding of the service performance.