Factors determining service performance at Micrologixz Computer Technology service repairs / Siti Nuraishah Hashim

The purpose of this research paper is to determine the factor that influence customer doing service repair at MCT based on the service performance. Service performance (SP) is a comparison of expectations (E) about a service with performance (P). A business with high service performance will meet customer needs whilst remaining economically competitive and service performance is an achievement in customer service. Service performance can be related to service potential (for example, worker's qualifications); service process (for example, the quickness of service) and service result (customer satisfaction). The methodology used in this research paper is quantitative. The researcher distribute questionnaire to 100 respondent to do data collection. All the data was analyze using SPSS where researcher do descriptive, reliability and regression analysis. The findings indicate that customer loyalty play role in getting customer to do a service based on the service performance. Meanwhile customer experience and customer satisfaction do effect the service performance by only a small quantity. This finding can give company an understanding on how to tackle their customer in term of customer loyalty.