A study on the customer service quality in project department in Sabah Credit Corporation Penampang, Kota Kinabalu / Adele Andrew

The aim of this study is to determine the service quality in 'Project Department' in Sabah Credit Corporation, Penampang, Sabah. There are five elements to focus in measuring service quality (SERVQUAL) in an organization for customer satisfaction and there are reliability, responsiveness, assurance, empathy, and tangibility. Most of the respondents give a good perception with value of mean more than 3.0 which mean agreement of the respondents towards the service quality of the company is higher compare to the value of mean of less than 2.3 which mean disagreement of the respondents towards the service quality of the company is lower. However, it was suggested that the company should take into consideration to overcome the problem to improve the service quality of the organization. The company can do a public relation with customer to get to know them better and can perform better in giving service to them.