A study on service quality towards customer satisfaction / Nurul Syamihah Mohamad Royani
Service quality and customer satisfaction are very important to a company which helps to run, increase loyalty, increase profit and improve the business of the company. This thesis presents a study, in which initiative is being made in improving service quality and customer satisfaction of MPWS Rich...
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| Format: | Student Project |
| Language: | English |
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Faculty of Business and Management
2016
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| Online Access: | https://ir.uitm.edu.my/id/eprint/27037/ |
| _version_ | 1848806670543618048 |
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| author | Mohamad Royani, Nurul Syamihah |
| author_facet | Mohamad Royani, Nurul Syamihah |
| author_sort | Mohamad Royani, Nurul Syamihah |
| building | UiTM Institutional Repository |
| collection | Online Access |
| description | Service quality and customer satisfaction are very important to a company which helps to run, increase loyalty, increase profit and improve the business of the company. This thesis presents a study, in which initiative is being made in improving service quality and customer satisfaction of MPWS Rich Resources Sdn Bhd. This is because there was no investigation conducted to analyze the satisfaction of the customers of the company. In theory, parts are described five determinants of good service quality which are reliability, assurance, responsiveness, empathy, and tangibles. The intention of the research study was to find out the relationship between service quality and customer satisfaction of MPWS Rich Resources Sdn Bhd. This research entitled “A Study on Service Quality towards Customer Satisfaction” had been conducted to obtain results and findings. There are 50 of respondents has answered the questionnaire. In addition, other sources of data also have been using as a referral to strengthen the issues in the research study. This research concludes with a discussion on these results, study limitation and recommendation to the company and future research directions. |
| first_indexed | 2025-11-14T22:30:37Z |
| format | Student Project |
| id | uitm-27037 |
| institution | Universiti Teknologi MARA |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T22:30:37Z |
| publishDate | 2016 |
| publisher | Faculty of Business and Management |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | uitm-270372020-04-08T16:38:48Z https://ir.uitm.edu.my/id/eprint/27037/ A study on service quality towards customer satisfaction / Nurul Syamihah Mohamad Royani Mohamad Royani, Nurul Syamihah Consumer satisfaction Customer services. Customer relations Service quality and customer satisfaction are very important to a company which helps to run, increase loyalty, increase profit and improve the business of the company. This thesis presents a study, in which initiative is being made in improving service quality and customer satisfaction of MPWS Rich Resources Sdn Bhd. This is because there was no investigation conducted to analyze the satisfaction of the customers of the company. In theory, parts are described five determinants of good service quality which are reliability, assurance, responsiveness, empathy, and tangibles. The intention of the research study was to find out the relationship between service quality and customer satisfaction of MPWS Rich Resources Sdn Bhd. This research entitled “A Study on Service Quality towards Customer Satisfaction” had been conducted to obtain results and findings. There are 50 of respondents has answered the questionnaire. In addition, other sources of data also have been using as a referral to strengthen the issues in the research study. This research concludes with a discussion on these results, study limitation and recommendation to the company and future research directions. Faculty of Business and Management 2016 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/27037/1/PPb_NURUL%20SYAMIHAH%20MOHAMAD%20ROYANI%20BM%20M%2016_5.pdf Mohamad Royani, Nurul Syamihah (2016) A study on service quality towards customer satisfaction / Nurul Syamihah Mohamad Royani. (2016) [Student Project] <http://terminalib.uitm.edu.my/27037.pdf> (Unpublished) |
| spellingShingle | Consumer satisfaction Customer services. Customer relations Mohamad Royani, Nurul Syamihah A study on service quality towards customer satisfaction / Nurul Syamihah Mohamad Royani |
| title | A study on service quality towards customer satisfaction / Nurul Syamihah Mohamad Royani |
| title_full | A study on service quality towards customer satisfaction / Nurul Syamihah Mohamad Royani |
| title_fullStr | A study on service quality towards customer satisfaction / Nurul Syamihah Mohamad Royani |
| title_full_unstemmed | A study on service quality towards customer satisfaction / Nurul Syamihah Mohamad Royani |
| title_short | A study on service quality towards customer satisfaction / Nurul Syamihah Mohamad Royani |
| title_sort | study on service quality towards customer satisfaction / nurul syamihah mohamad royani |
| topic | Consumer satisfaction Customer services. Customer relations |
| url | https://ir.uitm.edu.my/id/eprint/27037/ |