The relationship between service quality and customer satisfaction towards service counter in National Higher Education Fund Corporation (PTPTN) at Urban Transformation Centre (UTC), Kuching / Agustina Tara

The purpose of this study was to identify which dimensions of services quality that had the highest level of agreement towards customer’s satisfaction and also investigate the relationship between dimensions of service quality and customer satisfaction toward service counter at National Higher Education Fund Corporation abbreviated PTPTN in Urban Transformation Centre (UTC), Kuching Sarawak. Dimensions of service quality were measured by the SERQVUAL instrument. For any organization or sector, in order to be effective and being trusted there must have a good service quality which can give impact on the customer satisfaction. This study used a quantitative method which was the questionnaire that was distributed to 86 respondents. In addition, descriptive and correlation analysis was used for this study to examine service quality and customer satisfaction. The findings showed the highest impact of service quality dimensions toward customer satisfaction was assurance. The strongest relationship between service quality and customer satisfaction was reliability.