A study on customer satisfaction towards counter service quality at Tenaga Nasional Berhad Taiping / Naizra Ahmad

Ahmad, Naizra (2014) A study on customer satisfaction towards counter service quality at Tenaga Nasional Berhad Taiping / Naizra Ahmad. [Student Project] (Unpublished)

Abstract

Counter service is being considered as one of the most important research topics in the context of human research development, since it closely relates to customer satisfaction. Employee apathy lacks of knowledge and skill, inadequate service operation systems, inflated customer satisfaction and service quality are often threated together as together as functions of customer’s perceptions and expectations and research has shown that high service quality contribute significantly to profitability.
Tangible, reliability and responsiveness are three of the most important factor in analyzing the customer satisfaction towards counter service quality at Tenaga Nasional Berhad Taiping. The focus of current research is to analyse the customer satisfaction towards counter service quality at Tenaga Nasional Berhad Taiping. Three hypotheses are developed to see the impact of all independent variables on the customer satisfaction at the counter service. These hypotheses are derived from literature review. Result show that tangible, reliability, and responsiveness have significant and positively effect on the customer satisfaction at the counter service. Therefore, the three factors increase the customer satisfaction towards counter service quality at Tenaga Nasional Berhad Taiping.

Metadata

Item Type: Student Project
Creators:
Creators
Email / ID Num.
Ahmad, Naizra
2011465906
Contributors:
Contribution
Name
Email / ID Num.
Advisor
Daie, Muhamad Shfri
UNSPECIFIED
Advisor
Harun, Nor Hidayah
UNSPECIFIED
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HF Commerce
H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Consumer satisfaction > Malaysia
H Social Sciences > HF Commerce > Customer services. Customer relations
H Social Sciences > H Social Sciences (General) > Research
H Social Sciences > H Social Sciences (General) > Research > Quantitative research
Divisions: Universiti Teknologi MARA, Pulau Pinang > Permatang Pauh Campus > Faculty of Business and Management
Programme: Bachelor of Business Administration with Honours (Operation Management)
Keywords: Counter Service, Tenaga Nasional Berhad, Customer’s Perceptions
Date: July 2014
URI: https://ir.uitm.edu.my/id/eprint/62169
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