An examination on the customer complaint medium towards customer satisfaction at Sabah Electricity Sdn Bhd Kota Kinabalu / Zahidana Ali

Ali, Zahidana (2015) An examination on the customer complaint medium towards customer satisfaction at Sabah Electricity Sdn Bhd Kota Kinabalu / Zahidana Ali. [Student Project] (Unpublished)

Abstract

This study was conducted to get a clear understanding on the relationship between complaint mediums and customer satisfaction. The study also aims to identify the most preferred complaint medium by SESB's customers. There are two types of complaint mediums elaborated in this study which are online and offline complaint mediums. This study is a descriptive and correlation research where the respondents for this study were the general public in Kota Kinabalu area. The total respondents for this study were 130 respondents where the convenience sampling method was applied. In this study, the researcher used questionnaires to gather all data necessary and the findings were analysed using SPSS 20.0. By using the multiple regressions, all of the variables are provide a significant which is all the independent variables such online and offline complaint medium is significant relationship with customers' satisfaction. Finally, the discussion derived from the findings suggested several recommendations.

Metadata

Item Type: Student Project
Creators:
Creators
Email / ID Num.
Ali, Zahidana
2013406998
Contributors:
Contribution
Name
Email / ID Num.
UNSPECIFIED
Ismail, Tajudin
UNSPECIFIED
Subjects: H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Sabah > Kota Kinabalu Campus > Faculty of Business and Management
Programme: Bachelor of Business Administration (Hons) Marketing
Keywords: Customer complaint; Customer satisfaction; Sabah Electricity Sdn Bhd Kota Kinabalu
Date: 2015
URI: https://ir.uitm.edu.my/id/eprint/68400
Edit Item
Edit Item

Download

[thumbnail of 68400.pdf] Text
68400.pdf

Download (618kB)

Digital Copy

Digital (fulltext) is available at:

Physical Copy

Physical status and holdings:
Item Status:
On Shelf

ID Number

68400

Indexing

Statistic

Statistic details