Service quality toward customer satisfaction at UTC (Urban Transformational Centre) Kuching, Sarawak / Mohd. Mahizan Anwar & Ashraff Aizzat Edni

Zeithaml and Bitner (1996) define the service quality as an overall judgement similar to attitude towards the service. According to Parasuraman (1988), the service quality is the ways of an organization to meet or exceed customer expectations. Zeithaml et al. (1990) said that the customer expectations of service and perceived service are two different things. According to Lewis and Booms (1983), service quality is clearly focus on meeting customer need and requirements in which service quality is to measure on wellness of the service level delivered matches customer’s expectation. In the other hand, UTC is an initiatives made by the Malaysian government to easier the citizen when they are busying with their jobs. UTC open until night so that will give an advantage to public servant or employee that have been working until 5 p.m. This initiative made by the government has been approved by the public as they said it can help them if they really or have an emergency to meet the government agency after 5 p.m.