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Kepuasan pelanggan terhadap perkhidmatan kaunter pejabat pertanyaan Balai Polis Pengkalan Hulu, Perak

Mohd Ngaizuddin, Abdul Maei (2014) Kepuasan pelanggan terhadap perkhidmatan kaunter pejabat pertanyaan Balai Polis Pengkalan Hulu, Perak. Masters thesis, Universiti Utara Malaysia.

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Abstract

This study analyses the relationship between customer satisfaction and service quality. This study aimed to test the relationship between customer satisfaction and the factors that led to the creation of customer satisfaction. In addition, this study also aimed to determine the level of customer satisfaction with the quality of the Reception Office Police Station Enquiry in Pengkalan Hulu, Perak. Testing hypotheses conducted using questionnaires, observations and interviews. The findings of the test shows positive and significant relationship between competency- based career service delivery, this study proves the relationship between customer satisfaction and service quality. Overall, those who deal in the customer service counter Police Pengkalan Hulu, Perak very satisfied with the service provided. Dominant factor affecting the quality of service customers are dimensional effective reaction between staff and customers. Overall customer expressed satisfaction and assess the quality of the police station counter Pengkalan Hulu, Perak is in good category.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Customer satisfaction, Service counter
Subjects: H Social Sciences > HF Commerce. > HF5415.33 Consumer Behavior.
Divisions: Othman Yeop Abdullah Graduate School of Business
Depositing User: Mr. Badrulsaman Hamid
Date Deposited: 15 Oct 2014 01:06
Last Modified: 17 Apr 2016 02:51
URI: http://etd.uum.edu.my/id/eprint/4168

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