Measuring the level of customer satisfaction towards the service offered by RHB Bank Kota Bharu / Rohaya Razali

Razali, Rohaya (2005) Measuring the level of customer satisfaction towards the service offered by RHB Bank Kota Bharu / Rohaya Razali. Degree thesis, Universiti Teknologi MARA, Kelantan.

Abstract

The study measures the level of customer satisfaction towards the services offered by RHB BANK KOTA BHARU by using 5 service quality dimensions. In order to carry out the study the researcher has distributed 100 questionnaires too 100 convenient respondents . The data has been analyzed by using Frequency, Cross- Tabulation and Chi-Square and Linear Regression.
The results shows that the dissatisfaction exists in all 5 service quality dimensions especially in Reliability, Assurance, Responsiveness , Tangible and
complaint was on Empathy the least
So in order to improve the services in RHB BANK KOTA BHARU, the researcher has offered several suggestions namely, the firm should improved their service in term of promised service dependably and accurately , employee who have product knowledge, and send their staff for training program in order for them to improved their skills especially in term of customer services.

Metadata

Item Type:	Thesis (Degree)
Creators:	Creators Email / ID Num. Razali, Rohaya 2001642357
Contributors:	Contribution Name Email / ID Num. Thesis advisor Nik Ismail, Nik Rozhan UNSPECIFIED
Subjects:	H Social Sciences > HG Finance > Banking H Social Sciences > HG Finance > Banking > Data processing L Education > LB Theory and practice of education > Education and training of teachers and administrators > Observation (Educational methods)
Divisions:	Universiti Teknologi MARA, Kelantan > Machang Campus > Faculty of Business and Management
Programme:	Bachelor Business Administration (Hons) Marketing
Keywords:	Customer satisfaction, RHB Bank Kota Bharu, frequency, cross- tabulation and chi-square and linear regression
Date:	2005
URI:	https://ir.uitm.edu.my/id/eprint/74730