A study on service quality towards customer satisfaction of MPWS Rich Resources Sdn Bhd / Noor Izyan Ab Khalik

Project paper titled "A Study on Service Quality towards customer satisfaction of MPWS Rich Resources Sdn. Bhd. is conducted as partial requirement to fulfill the requirement as needed by the Faculty of Business Management, MARA University of Technology (UiTM). The purpose of this study is to identify the factors that affects customer satisfaction among participants or clients in MPWS Rich Resources Sdn. Bhd. their level of customer satisfaction and the significant between factors affects customer satisfaction. Analysis of the data about the level of customer satisfaction showed that most of the customer have moderate level of satisfaction with the dimensions of service quality; reliability, assurance, responsiveness, empathy and tangible. The researcher is also able to give some recommendation and suggestion on how to improve and increase customer satisfactions of the customers after the analysis, findings and interpretation. In this study, we used interviews and questionnaire techniques and other secondary data such as reports, database and so on for data collection. Data collected have been process and analyze by using statistical package for social science (SPSS) version 21 to produce a relevant and accurate result.