Measuring internal customer satisfaction towards finance unit service quality at Sarawak prison headquarters/ Mohammad Arni Ahmad Chek

This report presents the result of study on customer satisfaction towards Finance Unit service quality at Sarawak Prison Headquarters (SPHQ). The primary proposes of this study was to evaluate the internal customer’s satisfaction towards the quality service provided by Finance Unit at SPHQ. The second objective of this study is to identify areas relating to service quality that are lacking and that need improvement. The third objective is to identify ways to improve the current Finance Unit working system to meet the customer’s satisfaction. The researcher used a SERVQUAL survey instrument to collect primary data from internal staffs who are working at SPHQ. Data was analyzed through Statistical Package for Social Sciences (SPSS). Areas of possible deficiencies were identified by descriptive analysis - frequency distribution, cross tabulation and correlation analysis. The findings suggest that generally, dimension that has the greatest service quality deficits is empathy dimension and tangibles dimension has the last service quality deficits. Finally, based on the analysis and findings, recommendations were given to improve the Finance Unit service quality and customer satisfactions.