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Kepuasan pelanggan dalaman: Kajian kes di Unit Perolehan, Lembaga Pembangunan Seni Visual Negara (LPSVN)

Mohamad Haswad, Abdul Halim (2015) Kepuasan pelanggan dalaman: Kajian kes di Unit Perolehan, Lembaga Pembangunan Seni Visual Negara (LPSVN). Masters thesis, Universiti Utara Malaysia.

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Abstract

Internal customer satisfaction is an issue that is often discussed. It is given that the internal customer satisfaction is what matters for determining the level of the presenter or services have been delivered properly or not. Thus, a study on internal customer satisfaction conducted at the National Visual Arts Gallery to determine the level of internal customer satisfaction to National Visual Arts Gallery Procurement Unit and to identify factors that lead to customer dissatisfaction with the Procurement Unit in National Visual Arts Gallery. From the results obtained, hopefully it can help National Visual Arts Gallery Procurement Unit in improving the quality of services National Visual Arts Gallery acquisition. This study uses the theory SERVQUAL (Service Quality) formulated by Zeithaml, Parasuraman, and Berry (1988) to identify the factors of customer dissatisfaction. This method involves developing an understanding about the perceived service needs and demands of customers. There are five important angkubahons in this method of tangibles where physically visible aspects such as equipment and people on duty, the reliability of which is the ability to have a capability that can be assumed, reactions such as willingness to reacts, on heat or the needs of the customer and will help service quick, security personnel is meant the ability to cause a sense of trust and safety to customers, empathy refers to the willingness of personnel to care and pay attention to every customer. Overall customer satisfaction levels experienced by LPSVN are at the average level for reliability, responsiveness, and assurance and empathy variables with the average of the range of 2.34 - 3.66. However, the level of satisfaction for tangibles variable is low with a whole stood at mean 2.14 and the expectations are for tangible variable is high with the overall mean was 2.33.

Item Type: Thesis (Masters)
Uncontrolled Keywords: SERVQUAL, Customer Satisfaction, Malaysia National Visual Arts Gallery
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: 17 Mar 2016 06:55
Last Modified: 12 Apr 2016 07:13
URI: http://etd.uum.edu.my/id/eprint/5487

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