A study on customers' satisfaction of government sector towards products offered by Percetakan Nasional Malaysia Bhd in Kuching / Hajiah Idris

Percetakan Nasional Malaysia Berhad’s business activities confined only to government market and it resulted PNMB inexperience to compete in open market where knowledge on customers needs and wants are lack. The study is to find the alternatives as to identify and to improve the level of customers’ satisfaction of present customers, which are the government sectors. It also helps the management to retain the present customers and therefore can attract the potential customers in future. The survey has been conducted through questionnaires distributed to respondents. The survey wants to know the level of satisfaction among the present customers. The interviews have been conducted to gain the insight opinion of employees and the management. The observation also has been conducted at Percetakan Nasional Malaysia Berhad office. The findings indicate the level of customers satisfactions towards product offered, the factors that contributing to customers satisfaction. It also indicates the factors that influence the performance of the employees. Lastly, the recommendations are made based on the findings of the study as to improve the customers’ satisfaction of government sectors towards PNMB and performance of the employees.