The relationship between service quality and customers 's satisfaction at Pejabat Tanah Kuala Muda (PTKM) Kedah / Noor Hidayah Mohamad Tarmizi

• Main Author: Mohamad Tarmizi, Noor Hidayah
• Format: Thesis
• Language: English
• Published: 2014
• Subjects: Consumer satisfaction; Customer services. Customer relations; Performance standards
• Online Access: https://ir.uitm.edu.my/id/eprint/69883/1/69883.pdf; https://ir.uitm.edu.my/id/eprint/69883/

This research carried out to study the relationship between service quality and customers. There were several objective o f the study was conducted that is to identify the main factor of service quality that influence customers' satisfaction to investigate the relationship between service quality and customers' satisfaction and to determine the significant different in the average score of customers ' satisfaction among male and female respondents. The researcher was chosen customers in Pejabat Tanah Kuala Muda ( PTKJv1) Kedah as the respondents in this study. The data collection methods were chosen by the researcher was by using questionnaire. There were 130 questionnaires bad distributed among the customers in PTKM within one ( l ) week.. About 103 of the questionnaires were valid to analyze by the re searcher. There were three factor of service quality influence customers' satisfaction that is core service. Human element of service deli very and tangible of service. Based on the result was analyzed. the three factors bas a relationship influence customers 'satisfaction. Core service gives the highest mean value shows it is the main factor influence customers· satisfaction followed by tangible of service factor and human element of service delivery is the lowest factor influence customers' satisfaction . The result also represent as there is no significant different in the average score of customers satisfaction among male and female respondents in the organization. Based on the result , it can be summarized as there is a relation s hip between service quality and customers· satisfaction. At the end of the study, the researcher has provided several recommendation s for the organization and the staff in PTKM Kedah also some recommendation for future research .