Abstract
This study is about measuring customer satisfaction on counter services that are provided at the Road and Transport Department in Keningau branch office. The objectives of this study are: (i) To determine the level of customer satisfaction for counter services in RTD Keningau Branch; (ii) To determine the level of customer satisfaction for counter services quality in RTD Keningau Branch; (iii) To determine the level of customer satisfaction for employee performance at the counter in RTD Keningau Branch; (iv) To determine the level of customer satisfaction for office facilities in RTD Keningau Branch; and (v) To determine the relationship between counter service quality, employee performance at the counter, and office facilities with customer satisfaction. This study undertakes a quantitative and descriptive approach using survey as the main method to gather information through self administered questionnaire. This study involves 150 customers who patronize RTD counter services at Keningau branch. The study found that customer satisfaction for the services at the counter of RTD Keningau was low particularly for office facilities. It was also found that there are significant relationships between counter service quality, employees' performance at the counter and office facilities with customer satisfaction but the relationship is weak. It is recommended that for future research, more branches are included in the study so that comparison of service quality and satisfaction for service is enabled.
Metadata
Item Type: | Student Project |
---|---|
Creators: | Creators Email / ID Num. Abdullah, Christopher Wong @ Md Redzuan 2007101253 |
Contributors: | Contribution Name Email / ID Num. Advisor Supain @ Christopher, Cyril cyril489@uitm.edu.my Contributor Hazley Lai, Franklin frank985@uitm.edu.my |
Subjects: | H Social Sciences > HF Commerce > Consumer satisfaction H Social Sciences > HF Commerce > Customer services. Customer relations |
Divisions: | Universiti Teknologi MARA, Sabah > Kota Kinabalu Campus > Faculty of Business and Management |
Programme: | Bachelor of Business Administration (Hons) Marketing |
Keywords: | Counter service; Customer satisfaction; Transport department |
Date: | 2013 |
URI: | https://ir.uitm.edu.my/id/eprint/78752 |
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