A study on the customer dissatisfaction towards service quality in client centre, Sabah Credit Corporation / Rixon Melvelle Andrias

Andrias, Rixon Melvelle (2008) A study on the customer dissatisfaction towards service quality in client centre, Sabah Credit Corporation / Rixon Melvelle Andrias. [Student Project] (Submitted)

Abstract

In recent research on service quality it has been argued that the relationship between service quality and customer satisfaction is an issue which requires conceptual and empirical elaboration through replication and extension of current knowledge. This study focus on the refinement of a scale for measuring service quality and customer satisfaction. This paper has started with the concept of service quality and has
demonstrated of SERVQUAL. SERVQUAL as an effective approach has been studied and its role in the analysis of the difference between customer expectation and perception has been highlighted with support of an example.

Metadata

Item Type:	Student Project
Creators:	Creators Email / ID Num. Andrias, Rixon Melvelle 2006862514
Contributors:	Contribution Name Email / ID Num. Advisor Kabul, Worran 105060
Subjects:	H Social Sciences > HF Commerce > Consumer satisfaction H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions:	Universiti Teknologi MARA, Sabah > Kota Kinabalu Campus > Faculty of Business and Management
Programme:	Bachelor of Business Administration (Hons) Marketing
Keywords:	Customer dissatisfaction; Service quality; Customer satisfaction
Date:	2008
URI:	https://ir.uitm.edu.my/id/eprint/88522