Quality perception and satisfaction of the customers toward the counter services of the public sector / Neder Safwan

Safwan, Neder (2016) Quality perception and satisfaction of the customers toward the counter services of the public sector / Neder Safwan. [Student Project] (Submitted)

Abstract

The purpose of this study is to identify the effect of service quality dimension (SERVQUAL model) towards customer satisfaction One Serve Kuala Lumpur City Hall counter. The five dimension of SERVQUAL have been influence on customer satisfaction. The five dimensions are tangible, reliability, responsiveness, assurance and empathy as the independent variables while for the dependent variable is customer satisfaction. This research have been improved by questionnaire for the purpose of data collection and distributing it to 100 respondent and the questionnaire were filled up by the customers who come to One Serve counter.

Metadata

Item Type:	Student Project
Creators:	Creators Email / ID Num. Safwan, Neder 2014615828
Subjects:	H Social Sciences > HF Commerce > Consumer satisfaction H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions:	Universiti Teknologi MARA, Sarawak > Kota Samarahan Campus > Faculty of Business and Management
Programme:	Bachelor of Business Administration (Hons) Marketing
Keywords:	quality perception, customer satisfaction, counter services, public sector
Date:	2016
URI:	https://ir.uitm.edu.my/id/eprint/82896