Measuring service quality: a study on Goodyear Marketing & Sales Sdn Bhd in Sarawak region / Nell Jimbai

Jimbai, Nell (2007) Measuring service quality: a study on Goodyear Marketing & Sales Sdn Bhd in Sarawak region / Nell Jimbai. [Student Project] (Unpublished)

Abstract

This paper presents the findings of exploratory fieldwork concerning the level of service quality of Goodyear Marketing & Sales Sdn Bhd in Sarawak region. The objective is to determine the level of service quality, analyze the discrepancies and purpose strategies and recommendation to reduce the gap (Gap 5) between perception and expectation. The study utilized SERVQUAL Instrument and Gap Model developed by Parasuraman et.al (1998 & 1991). It defines service quality dimension in term of tangibles, reliability, responsiveness, assurance and empathy.

Metadata

Item Type:	Student Project
Creators:	Creators Email / ID Num. Jimbai, Nell 2002316194
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HC Economic History and Conditions H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Divisions:	Universiti Teknologi MARA, Sarawak > Kota Samarahan Campus > Faculty of Business and Management
Programme:	BACHELOR OF BUSINESS ADMINISTRATION (HONS) MARKETING
Keywords:	Goodyear Marketing & Sales Sdn Bhd, Measuring service
Date:	October 2007
URI:	https://ir.uitm.edu.my/id/eprint/69157