The relationship between the service quality dimension and the customer satisfaction at MITC Melaka / Nurul Athirah Zabidi
The focus of this study is “The Relationship between Service Quality and Customer Satisfaction in MITC, Melaka”. The factors that we are highlight in this research were service quality dimensions that can be the guidelines in improving the customer satisfaction. The research objective is to inve...
| Main Author: | |
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| Format: | Student Project |
| Language: | English |
| Published: |
2014
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/30391/ |
| _version_ | 1848807483668168704 |
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| author | Zabidi, Nurul Athirah |
| author_facet | Zabidi, Nurul Athirah |
| author_sort | Zabidi, Nurul Athirah |
| building | UiTM Institutional Repository |
| collection | Online Access |
| description | The focus of this study is “The Relationship between Service Quality and
Customer Satisfaction in MITC, Melaka”. The factors that we are highlight in this
research were service quality dimensions that can be the guidelines in improving the
customer satisfaction.
The research objective is to investigate the relationships between reliability as service
quality dimensions with the customer satisfaction, the relationships between reliability as
service quality dimensions with the customer satisfaction, the relationships between
responsiveness as service quality dimensions with the customer satisfaction, the
relationships between assurance as service quality dimensions with the customer
satisfaction, the relationships between empathy as service quality dimensions with the
customer satisfaction, the relationships between tangible as service quality dimensions
with the customer satisfaction and to provide the recommendation to the company. The
study utilized questionnaire as the instrument for collecting data. Questionnaires had
been distributed to 100 customers or clients that have function at the organization to do
the research. The researchers will have used the Statistical Package for Social Science
(SPSS) version 20. From the analysis, the researchers have identified that there is
significant relationship between service quality and customer satisfaction in MITC,
Melaka. It means that the stronger the strength of the relationship the accurate and
reliable the result the company can maintain the dimensions and improve weak
relationship. The results indicated that overall customers were satisfied by the service
quality but there are some areas that need to be improved and make some adjustments.
Several recommendations were suggested to help MITC give better service quality. |
| first_indexed | 2025-11-14T22:43:33Z |
| format | Student Project |
| id | uitm-30391 |
| institution | Universiti Teknologi MARA |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T22:43:33Z |
| publishDate | 2014 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | uitm-303912020-05-11T07:49:51Z https://ir.uitm.edu.my/id/eprint/30391/ The relationship between the service quality dimension and the customer satisfaction at MITC Melaka / Nurul Athirah Zabidi Zabidi, Nurul Athirah Total quality management. Benchmarking Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction The focus of this study is “The Relationship between Service Quality and Customer Satisfaction in MITC, Melaka”. The factors that we are highlight in this research were service quality dimensions that can be the guidelines in improving the customer satisfaction. The research objective is to investigate the relationships between reliability as service quality dimensions with the customer satisfaction, the relationships between reliability as service quality dimensions with the customer satisfaction, the relationships between responsiveness as service quality dimensions with the customer satisfaction, the relationships between assurance as service quality dimensions with the customer satisfaction, the relationships between empathy as service quality dimensions with the customer satisfaction, the relationships between tangible as service quality dimensions with the customer satisfaction and to provide the recommendation to the company. The study utilized questionnaire as the instrument for collecting data. Questionnaires had been distributed to 100 customers or clients that have function at the organization to do the research. The researchers will have used the Statistical Package for Social Science (SPSS) version 20. From the analysis, the researchers have identified that there is significant relationship between service quality and customer satisfaction in MITC, Melaka. It means that the stronger the strength of the relationship the accurate and reliable the result the company can maintain the dimensions and improve weak relationship. The results indicated that overall customers were satisfied by the service quality but there are some areas that need to be improved and make some adjustments. Several recommendations were suggested to help MITC give better service quality. 2014 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/30391/1/30391.pdf Zabidi, Nurul Athirah (2014) The relationship between the service quality dimension and the customer satisfaction at MITC Melaka / Nurul Athirah Zabidi. (2014) [Student Project] <http://terminalib.uitm.edu.my/30391.pdf> (Unpublished) |
| spellingShingle | Total quality management. Benchmarking Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Zabidi, Nurul Athirah The relationship between the service quality dimension and the customer satisfaction at MITC Melaka / Nurul Athirah Zabidi |
| title | The relationship between the service quality dimension and
the customer satisfaction at MITC Melaka / Nurul Athirah Zabidi |
| title_full | The relationship between the service quality dimension and
the customer satisfaction at MITC Melaka / Nurul Athirah Zabidi |
| title_fullStr | The relationship between the service quality dimension and
the customer satisfaction at MITC Melaka / Nurul Athirah Zabidi |
| title_full_unstemmed | The relationship between the service quality dimension and
the customer satisfaction at MITC Melaka / Nurul Athirah Zabidi |
| title_short | The relationship between the service quality dimension and
the customer satisfaction at MITC Melaka / Nurul Athirah Zabidi |
| title_sort | relationship between the service quality dimension and
the customer satisfaction at mitc melaka / nurul athirah zabidi |
| topic | Total quality management. Benchmarking Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction |
| url | https://ir.uitm.edu.my/id/eprint/30391/ |