UUM Electronic Theses and Dissertation
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Customer satisfaction of music centre service quality in Selangor

Tan, Keat Shuang (2020) Customer satisfaction of music centre service quality in Selangor. Masters thesis, Universiti Utara Malaysia.

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The main objective of the study is to identify the relationship and effect of service quality dimensions, which are tangibility, assurance, reliability, responsiveness and empathy on customer satisfaction among the music centre customers in Selangor. Service quality is used as a measurement to identify the service delivered in order to meet customers’ needs and expectation. It was well established based on existing in research in many service
industries. A total of 224 students or parents for younger students participated by returning a closed ended questionnaire received from the music centres that allow access to their customers. The result shows that all independent variables are significantly positively and strongly related to customer satisfaction with empathy with the strongest relationship to customer satisfaction. It could be concluded that it is very important that individual music teachers have some degree of empathy on their students’ music learning process, besides a pleasing environment at the music centres. Future research should explore the other factor that influences the satisfaction of music centre customers such as fees, music career path or even life styles.

Item Type: Thesis (Masters)
Supervisor : Md. Said, Nor Pujawati
Item ID: 9314
Uncontrolled Keywords: Customer Satisfaction, Service Quality, Music Centre
Subjects: H Social Sciences > HF Commerce. > HF5415.33 Consumer Behavior.
Divisions: Othman Yeop Abdullah Graduate School of Business
Date Deposited: 25 Apr 2022 01:00
Last Modified: 19 Mar 2024 07:02
Department: Othman Yeop Abdullah Graduate School of Business
Name: Md. Said, Nor Pujawati
URI: https://etd.uum.edu.my/id/eprint/9314

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