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Persepsi Kualiti Perkhidmatan Logistik Tentera Darat Terhadap Kepuasan Pelanggan Dalaman

Samsul Rizal, Musa (2011) Persepsi Kualiti Perkhidmatan Logistik Tentera Darat Terhadap Kepuasan Pelanggan Dalaman. Masters thesis, Universiti Utara Malaysia.

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Abstract

This study aims to identify the influence of service quality on customer satisfaction with logistics and maintenance services performed by the Malaysian Army (TD), which specialized research and analysis in conducted at Sungai Udang Camp and Iskandar Camp Mersing Johor. From these two camp the analysis is involves a team of Special Forces Group where it is an elite as a special unit in TD. The units involved are 21 Commando Regiment, 22 Commando Regiment, 11 Special Service Regiment, Special Warfare Training Centre and the composite unit from the Supporting Element. To measure the quality of service, this study uses constructs developed by Parsuraman (2003). Which cointain five items or dimension that Reliability, Responsiveness, Assurance and Empathy. To measure customer satisfaction, the instruments used to constructs are developed by Cronin and Taylor (1992) and the data collected using the structure of the questionnaire through direct interview with respondent, total 354 people. The data collected in the analysis using Statiscal Package for Social Science (SPSS) version 10. The finding indicate the mean level of customer satisfaction is high, as well as the overall mean score for service quality dimensions. The analysis also found that customer satisfaction has a high positive relationship with the five-dimensional element in which it shows a high level of positive associations. Multiple Regression analysis showed 80% Quality of Services describes the variance in customer satisfaction. There are only two items of reliability and empathy can be regarded as critical factors of customer satisfaction with the quality of services provided, but there are few things as goods, logistics supply itself is a source of limited resources. However, emphasis should be given to concentrated efforts to improve work progress, procedures and systems involved in providing excellent services to customers.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HF Commerce. > HF5001-6182 Business
U Military Science > U Military Science (General)
Divisions: Othman Yeop Abdullah Graduate School of Business
Depositing User: Mr. Badrulsaman Hamid
Date Deposited: 28 Apr 2013 01:18
Last Modified: 24 Apr 2016 00:38
URI: http://etd.uum.edu.my/id/eprint/3259

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