Measuring service quality using servqual model: a study at Planning Department of Bintulu Port Sdn. Bhd / James Nyowep

Nyowep, James (2002) Measuring service quality using servqual model: a study at Planning Department of Bintulu Port Sdn. Bhd / James Nyowep. [Student Project] (Unpublished)

Abstract

This survey focused on differences between customers expectation and delivery perceptions as the basis for service quality measurement. In this paper, study on the current customers satisfaction surveys is based on a SERVQUAL scale developed by Parasuraman, Zeithaml and Berry (1988). A Likert-scale survey instrument, based on the Service Quality Gap Model that can be used to measure the dimensions of service quality. Given the importance of customer's feedback, not to mention the detrimental impact of negative word of mouth, Planning Department should move toward encouraging more complaints responses and creating an impression that they are in control of the situation. Customers services at Planning Department related to the five dimensions
such as, reliability, responsiveness, assurance and empathy were considered highly important for Port user, where as services tangibles are considered least important.

Metadata

Item Type: Student Project
Creators:
Creators
Email / ID Num.
Nyowep, James
98175540
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HD Industries. Land use. Labor > Service industries
H Social Sciences > H Social Sciences (General) > Research
Divisions: Universiti Teknologi MARA, Sarawak > Kota Samarahan Campus > Faculty of Business and Management
Programme: BACHELOR OF BUSINESS ADMINISTRATION WITH HONOURS (MARKETING)
Keywords: service quality, Bintulu Port Sdn. Bhd
Date: September 2002
URI: https://ir.uitm.edu.my/id/eprint/66503
Edit Item
Edit Item

Download

[thumbnail of 66503.pdf] Text
66503.pdf

Download (2MB)

Digital Copy

Digital (fulltext) is available at:

Physical Copy

Physical status and holdings:
Item Status:
On Shelf

ID Number

66503

Indexing

Statistic

Statistic details