A study on service quality at Registry of Company (ROC) Office, Kota Bharu in conjunction with its corporatization / Yusnita Mohd Noon

The concept of quality transcends product and service performance and encompasses all aspects of customer satisfaction. Customers not only want a product or demand a service that meets or performs exactly to their requirement, but they also want the product or service to be timely delivered, they want information on time, they like to have things that perform as claimed and somehow that closing the gap of their expectations with things delivered. Continuous improvement of quality and customer satisfaction is essential in today's turbulent world where the organization receives its forces. There are various factors that push for excellence in quality service such as the staff that being the valuable asset for the organization, the management as the key to the paradigm shift, and also other supporting environment whereby the most important is the Information Technology. This study focuses on the manner in which Registry of Company (ROC) Kelantan measure its quality level in further meeting its customers' needs and expectations, that being the key input of its corporatization exercise.