A study on customer satisfaction towards service quality at Maybank in Putrajaya / Rasyidah Mat Rashid

• Main Author: Mat Rashid, Rasyidah
• Format: Student Project
• Language: English
• Published: 2013
• Subjects: Consumer satisfaction; Banking
• Online Access: https://ir.uitm.edu.my/id/eprint/88415/1/88415.PDF; https://ir.uitm.edu.my/id/eprint/88415/

The research was about "A Study on Customer Satisfaction towards Service Quality at Maybank in Putrajaya. There were three objectives highlighted in this study which were to identify the current level of service quality provided by Maybank in Putrajaya, to identify the factor that most influence service quality, and to identify the relationship between five service quality dimensions with customer satisfaction. The researcher came out with several of research questions regarding to the objectives stated. There were five hypothesis highlighted in this study. According to the researcher, this study was significance for researcher or UiTM student, to the Maybank itself and also to the customers. However, there were also several limitations of the study. In this study, the researcher focuses on some definition of terms of five service quality dimensions which were include tangibility, reliability, responsiveness, assurance and empathy. The five of service quality dimensions were be independent variables whereas customer satisfaction as the dependent variable in this study. For this kind of study, the research design that has been chosen was descriptive method. For sampling frame, there were 95 samples selected randomly and the population used was comprises the customers in Putrajaya area that use Putrajaya Maybank services. For sampling technique, the researcher use simple random to conduct this study, the sampling size would be 95 respondents and researcher has distributed the questionnaires at Maybank in Putrajaya. Unit of analysis focuses on Maybank customers who used the services of Maybank in Putrajaya. The questionnaires were used as research instrument and its validity was checked by research method lecturer and research supervisor. There were several of findings found in this study and the researcher focuses on the survey return rate, profile of respondents, reliability tests, descriptive analysis, and correlation study. Lastly, the researcher also made conclusion and recommendations in the last chapter of research.