A study on the customer perception towards service quality at Business Management Department Majlis Bandaraya Alor Star / Noorashikin Harun @ Che Ani

Harun @ Che Ani, Noorashikin (2005) A study on the customer perception towards service quality at Business Management Department Majlis Bandaraya Alor Star / Noorashikin Harun @ Che Ani. [Student Project] (Unpublished)

Abstract

Service is an identifiable, intangible activity that is the main objective of transaction that
serve to meet the needs of customers. Service quality is the ability of the organization
to meet or exceed customer expectations. Research into what represents quality in
service delivery has demonstrates the significance of the customer in any measurement
undertaken. Customer perspectives on what represents quality may vary over time and
between customers. Involvement by those providing a service in quality development is
identified as important due to the significance of the customer and customer satisfaction
in how quality of a service is viewed. It is seen that such knowledge at a service delivery
level can influence management decisions.
Furthermore, the purpose of this study is to determine the level of Customer
Perception Towards Service Quality offered by Business Management Department, at
Majlis Bandaraya Alor Star. Good service quality exists when customer expectation are
met or exceeded and is studied in five dimensions “reliability, empathy, assurance,
responsiveness and tangibility (Parasuraman, Zeithaml and Berry , 1985).
The idea of this research is to observe and at the same time lead to some
recommendation to cope with existing problem. In order to address this issues, 100
questionnaires were distributed to the Business Management Department customers.
The sample are selected by using simple random sampling technique to consider all the
element in the population and each element has an equal chance of being chosen as the
subject. The findings and hypothesis are going to be analyzed by using Statistical
Program For Social Science (SPSS) software in order to get the best statistical
techniques in interpreting the results.

Metadata

Item Type: Student Project
Creators:
Creators
Email / ID Num.
Harun @ Che Ani, Noorashikin
UNSPECIFIED
Divisions: Universiti Teknologi MARA, Perlis > Arau Campus
Keywords: Customer perception, Service quality, Majlis Bandaraya Alor Star
Date: 2005
URI: https://ir.uitm.edu.my/id/eprint/7250
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7250

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