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Tahap kepuasan pelanggan terhadap kualiti perkhidmatan: Kajian kes di Jabatan Bendahari Universiti Utara Malaysia

Mazidah, Samsudin (2015) Tahap kepuasan pelanggan terhadap kualiti perkhidmatan: Kajian kes di Jabatan Bendahari Universiti Utara Malaysia. Masters thesis, Universiti Utara Malaysia.

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Abstract

The aim of this study is to assess customer satisfaction with the quality of financial management services provided by the Jabatan Bendahari, Universiti Utara Malaysia (UUM). Five dimensions of service quality (SERQUAL) the reliability, tangible, empathy, responsiveness and assurance has been applied to measured levels of customer satisfaction. This study was used questionnaires and had involved 140 administrative staffs who are performing financial tasks and responsibility in all departments UUM. The study found that the dimensions of service quality have a significant relationship with customer satisfaction where the assurance, reliability, responsiveness and empathy have a strong relationship, while the tangible has a weak relationship. Result from the three hypotheses were tested, it showed that the quality of services has positive impact on financial management services provided by the Jabatan Bendahari, UUM.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Customer satisfaction, service quality, dimensions of service quality, financial management, Treasury Department UUM.
Subjects: H Social Sciences > HF Commerce. > HF5415.33 Consumer Behavior.
Divisions: School of Business Management
Depositing User: Mr. Badrulsaman Hamid
Date Deposited: 22 Jan 2017 10:10
Last Modified: 22 Jan 2017 10:10
URI: http://etd.uum.edu.my/id/eprint/5988

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