AKPK customer experience and satisfaction: service quality of AKPK counter service in Kuching/ Jasmine Sabri

In light of the challenges facing the service industry, this report emphasises that the future success of service provider relies upon delivering a ‘good customer service experience’. In addition, it has recognised that the underpinning critical success for the service industry is all about bringing customers back and to pass positive feedback about the business along to others, who may then try the product and service you offer for them. A review of literature indicates a general consensus that quality, experience and satisfaction are major determinants of customer service. However, while much is known about the relationship between the aforementioned variables and quality service these variables do not fully explain how service quality is made. Therefore, this research study seeks to reduce the existing gap in extant knowledge by identifying and examining a new determinant of customer experience - the customer satisfaction. The overarching objective of this research was to examine the relationship between service quality, customer experience and satisfaction.