Customer satisfaction towards responding time of counter service: Immigration Department, Kuching / Nik Nurul Hana Nik Ahmad & Aizatul Ummi Sebli

Customer satisfaction can be defined as the result achieved when service or product features respond to customer need and when the company meets or exceeds customer expectations over the lifetime of a product or service. The first objective of this study is to determine demographic factor (gender) had given impact to the customer satisfaction towards the Department. Besides the objective mentioned above, this study also determined whether there is relationship between the customer needs and expectations towards the Department. The study also want to determine the level of customers satisfaction towards the counter service of the Department. The findings show that 45% percent of the public who had answered the questionaire which had been delegated to them, agreed that they are satisfied with the services provided at the counter of Immigration Department, Kuching. The findings also show that there are no relationship between the demographic factor (gender) gave any impact to the customer satisfaction towards the service provided by the Department. But there are positive relationship between the customer needs and expectation towards the Department. There are some recommendation are suggested for the individual and the organization to ensure effective counter service at the Immigration Department.