Service quality and customer satisfaction towards treasury Kuching/ Mazlan Mohamat

Both public and private organizations exist to serve their customers. The service quality particularly in the public sector has become ever more important in improving customer satisfaction. Organizations, especially in the public sector agree that customer service is one of the most vital factors that contribute establishment of reputation and credibility among the public. The public complaint of long queues, poor service delivery and insufficient physical facilities may affect the images and level of service quality in the public sector. However, it is not easy to measure service quality because of its unique characteristics which are intangibility, perish ability and heterogeneity. This chapter will explain on the background and scope of the study, problem statement, objectives of study and research questions which are classified as the core of this study.