A study on customers’ satisfaction towards the quality of service counter at Samarahan district office / Watson Jembu

The relationship between customers ’satisfaction and service counter quality had becoming a concern nowadays. Many organization had aimed to be customer-oriented organization because they realized that customers are the most important element in service organization. Realizing the importance of improving the service counter, this paper aimed to investigate the customer’s satisfaction towards service counter quality at Lundu district office. The data were collected at Samarahan District Office s service counter by using self-administered questionnaires. The responses received was 270 in total. The results showed that there is very small significant relationship between the quality dimensions studied in this paper with customers ’ satisfaction. For the result, the organization can know what is the dimension that important for them. Further research can be carried out with other dimensions apart from the ones used in the study. This research also may be apllicable to other organizations, that wish to find out the dimensions that are impacting their customer’s satisfaction.