The effect of service quality on customer satisfaction in public services / Siti Zuana Abdullah
Service quality has become ever more important to the achievement of customer satisfaction with the increasing complexities of the need and expectation of customers. This research study examines the relationship between service quality dimension and how the dimensions give impacts on customer satisf...
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| Format: | Student Project |
| Language: | English |
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Faculty of Business and Management
2018
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/21787/ |
| _version_ | 1848805334109388800 |
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| author | Abdullah, Siti Zuana |
| author_facet | Abdullah, Siti Zuana |
| author_sort | Abdullah, Siti Zuana |
| building | UiTM Institutional Repository |
| collection | Online Access |
| description | Service quality has become ever more important to the achievement of customer satisfaction with the increasing complexities of the need and expectation of customers. This research study examines the relationship between service quality dimension and how the dimensions give impacts on customer satisfaction in MARA’s services. Service quality dimensions consist of tangibility, reliability, responsiveness, assurance and empathy. The questionnaires were distributed to 126 customers of MARA’s services in Negeri Sembilan. Convenience sampling was used in this research and data were analyzed using SPSS version 20. The result of the study indicates that there is significant positive relationship between service quality and customer satisfaction of MARA’s services. The results also show that responsiveness has the strongest impact on customer satisfaction. |
| first_indexed | 2025-11-14T22:09:23Z |
| format | Student Project |
| id | uitm-21787 |
| institution | Universiti Teknologi MARA |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T22:09:23Z |
| publishDate | 2018 |
| publisher | Faculty of Business and Management |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | uitm-217872018-12-26T01:44:48Z https://ir.uitm.edu.my/id/eprint/21787/ The effect of service quality on customer satisfaction in public services / Siti Zuana Abdullah Abdullah, Siti Zuana Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Service quality has become ever more important to the achievement of customer satisfaction with the increasing complexities of the need and expectation of customers. This research study examines the relationship between service quality dimension and how the dimensions give impacts on customer satisfaction in MARA’s services. Service quality dimensions consist of tangibility, reliability, responsiveness, assurance and empathy. The questionnaires were distributed to 126 customers of MARA’s services in Negeri Sembilan. Convenience sampling was used in this research and data were analyzed using SPSS version 20. The result of the study indicates that there is significant positive relationship between service quality and customer satisfaction of MARA’s services. The results also show that responsiveness has the strongest impact on customer satisfaction. Faculty of Business and Management 2018 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/21787/1/PPb_SITI%20ZUANA%20ABDULLAH%20M%20BM%2018_5.pdf Abdullah, Siti Zuana (2018) The effect of service quality on customer satisfaction in public services / Siti Zuana Abdullah. (2018) [Student Project] <http://terminalib.uitm.edu.my/21787.pdf> (Unpublished) |
| spellingShingle | Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Abdullah, Siti Zuana The effect of service quality on customer satisfaction in public services / Siti Zuana Abdullah |
| title | The effect of service quality on customer satisfaction in public services / Siti Zuana Abdullah |
| title_full | The effect of service quality on customer satisfaction in public services / Siti Zuana Abdullah |
| title_fullStr | The effect of service quality on customer satisfaction in public services / Siti Zuana Abdullah |
| title_full_unstemmed | The effect of service quality on customer satisfaction in public services / Siti Zuana Abdullah |
| title_short | The effect of service quality on customer satisfaction in public services / Siti Zuana Abdullah |
| title_sort | effect of service quality on customer satisfaction in public services / siti zuana abdullah |
| topic | Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction |
| url | https://ir.uitm.edu.my/id/eprint/21787/ |