Measuring customers satisfaction: a case study at Courts Mammoth Berhad, Kuching / Hassiah Janaidi

Determining customer satisfaction is fundamental to effective delivery of services. Successfully being able to judge customers' satisfaction levels and to apply that knowledge potentially gives an advantage over competitors. Given the vital role of customer satisfaction, one should not be surprised that a great deal of research has been devoted to investigating the process by which customers form judgements about a service experience. questions, that is first, are the customers really satisfied with the current products and service offered at Courts Mammoth Berhad, Kuching; second, what is the level of customer satisfaction at Courts Mammoth, Kuching? Is it considered as poor, average, good, or excellent; third, what are the indicators used in this study to measure customer's
satisfaction; and finally, of all the indicators used to measure customer's satisfaction, which one of it is the most important in relations to Courts Mammoth, Kuching. The respondents consist of 41 males and 52 females.