Tahap Kepuasan Pelanggan Satu Kajian Perkhidmatan Klinik Veterinar di Jabatan Perkhidmatan Haiwan Negeri Kedah Darul Aman

Ahmad Shabudin, Ariffin (2004) Tahap Kepuasan Pelanggan Satu Kajian Perkhidmatan Klinik Veterinar di Jabatan Perkhidmatan Haiwan Negeri Kedah Darul Aman. Masters thesis, Universiti Utara Malaysia.

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Abstract

Research of customer satisfaction level especially in a service oriented organization has long been carried out in advanced countries, but not so in Malaysia. In view of the empirical research done some time back, there is still no basic conceptual service quality in place, so a research survey was carried out by Parasuraman to investigate quality service. From the above fruitful service quality evolution changes, SERVQUAL measurement has been used as a tool to know the level of customer satisfaction in regard to services given. However SERVQUAL critics are based on logically what is necessary in spite of the required measurement. To SERVQUAL validity and reliability has difference-score formulation and is beyond its variable dimension. Finally G.S Sureshchander recommend that service quality needs five dimensions namely core service or service product, human element, tangibles of services and social responsibility. With the aid of the SERVQUAL basic and instrumental addition based on G.S Sureshchandar’s critics, it has been solely proven that the increase in customer satisfaction is based on the increase in service quality.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Service Quality, Customer Satisfaction, Case Study
Subjects: H Social Sciences > HF Commerce.
Divisions: Faculty and School System > Faculty of Business Management
Depositing User: Mrs Hafiza Mohd Akhir
Date Deposited: 20 Jan 2010 01:57
Last Modified: 24 Jul 2013 12:10
URI: http://etd.uum.edu.my/id/eprint/1090

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