The relationship between service quality and employees satisfaction at Permodalan Nasional Berhad / Siti Nurizdihar Hanapiah

Hanapiah, Siti Nurizdihar (2015) The relationship between service quality and employees satisfaction at Permodalan Nasional Berhad / Siti Nurizdihar Hanapiah. Degree thesis, Universiti Teknologi MARA, Kelantan.

Abstract

This research aims to investigate the relationship between service quality and employees satisfaction in Pcrmodalan Nasional Bcrhad ( PNU ) by using Service Quality (SERVQUAL) analysis . It also aims to examine the influence and effect of applying quality service towards employees ' sati s faction and identify which of the five dimensions of SERVQUAL has the greatest influence on employees' satisfaction . The five of SERVQUAL consists of tangibles, reliability, responsiveness, assurance and empathy are the identified independent variables, while employees' satisfaction as the identified dependent variable. Each of the dimensions of SERVQUAL was tested to determine and measure the relationship employees' satisfaction. The questionnaires were filled by the employees' who are staff itself at Permodalan Nasional Berhad (PNB) as internal customers. A total of l 00 respondents participated in the survey. The participating respondents represented a return rate of l 00% after distribute the questionnaire directly to the respondents.

Metadata

Item Type:	Thesis (Degree)
Creators:	Creators Email / ID Num. Hanapiah, Siti Nurizdihar UNSPECIFIED
Contributors:	Contribution Name Email / ID Num. Advisor Mislan, Ayuffeirah UNSPECIFIED
Subjects:	H Social Sciences > HF Commerce > Personnel management. Employment management H Social Sciences > HF Commerce > Personnel management. Employment management > Job satisfaction H Social Sciences > HF Commerce > Personnel management. Employment management > Performance standards
Divisions:	Universiti Teknologi MARA, Kelantan > Machang Campus > Faculty of Business and Management
Programme:	Bachelor in Office Systems Management
Keywords:	Service quality (SERVQUAL), employee satisfaction, Permodalan Nasional Berhad
Date:	2015
URI:	https://ir.uitm.edu.my/id/eprint/70166