The factor that impact of servqual on customer satisfaction toward tenants at PNB commercial's shopping mall / Noor Syafiqah Samsudin

• Main Author: Samsudin, Noor Syafiqah
• Format: Student Project
• Language: English
• Published: 2018
• Subjects: Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling; Consumer satisfaction; Customer services. Customer relations
• Online Access: https://ir.uitm.edu.my/id/eprint/46639/1/46639.pdf; https://ir.uitm.edu.my/id/eprint/46639/

The purpose of this research is to study the factors that determine customer satisfaction towards service quality that PNB Commercial provides. There are some reason why the researcher choose this study to point out the issues and information that marketers need to be aware. By doing this research the researcher will found out the relevant factor such as assurance, responsiveness, tangible, reliability and empathy of service quality on customer satisfaction towards tenant that under PNB Commercial Sdn Bhd Johor Bahru which is Plaza Pelangi, Perling Mall and Leisure Mall. Based on this chapter, the researcher will discuss not only the the background of study but also discuss on problem statement, research objectives, research questions, hypothesis, significance of study, scope of study, limitation of study and research framework.