A study of Betong District Office counter service in terms of service quality and customer satisfaction / Nurfatma Aqilah Maulad Sepawi

Nowadays, in order to satisfy their customers, all organization in both public and private sector needs to excel in their service quality. Hence, this also includes Betong District Office. This study objectives is to find out the relationship between customer’s satisfaction and the five dimensions of service quality which are tangibility, reliability, responsiveness, employee behavior and empathy. Data obtained using both primary and secondary data. Questionnaire were distributed to 100 respondents and returned accordingly. The respondent participation in this study were voluntarily and the confidentiality of the responses was ensured. Data analyzing done by using Statistical Packages for Social Science ( SPSS ) to obtained the frequency, reliability and descriptive analysis. In conclusion, this research is important to assist the organization in determining which dimension in service quality that influence customer satisfaction the most aside from suggesting recommendation to improve service delivery by Betong District Office.