The impact of service quality on customer satisfaction: the case of Bank Rakyat
The aim of this study is to assess and identify the relationship between service quality and customer satisfaction of Bank Rakyat on SERVQUAL model. This research used self administered technique and it questionnaires data was collected from 250 respo ndents out of 650 major customers. The data that...
Saved in:
Main Author: | |
---|---|
Format: | MBA/DBA Final Project Report |
Language: | English |
Published: |
2021
|
Online Access: | http://discol.umk.edu.my/id/eprint/11466/1/Wan%20Nor%20Amali%20Binti%20Wan%20Zulkifly.pdf http://discol.umk.edu.my/id/eprint/11466/ |
Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
id |
my.umk.eprints.11466 |
---|---|
record_format |
eprints |
spelling |
my.umk.eprints.114662023-02-23T08:17:40Z http://discol.umk.edu.my/id/eprint/11466/ The impact of service quality on customer satisfaction: the case of Bank Rakyat Wan Nor Amali Wan Zulkifly The aim of this study is to assess and identify the relationship between service quality and customer satisfaction of Bank Rakyat on SERVQUAL model. This research used self administered technique and it questionnaires data was collected from 250 respo ndents out of 650 major customers. The data that have been collected was detail analyzed using both inferential statistical and descriptive analysis techniques. Based on this study, it is identified and found that all dimensions of service quality have a noticeable impact on service quality and customer satisfaction. This study concludes that of all the quality of services offered it is very good and customers are satisfied with the services of Bank Rakyat. The researcher recommended that Bank Rakyat should give the priority of aspect to care especially about the customers as much as the given services, know about the business product properly and also focus on tangible aspect as good appearance of employees, equipment, physical facility, personnel and communication materials. 2021 MBA/DBA Final Project Report NonPeerReviewed text en http://discol.umk.edu.my/id/eprint/11466/1/Wan%20Nor%20Amali%20Binti%20Wan%20Zulkifly.pdf Wan Nor Amali Wan Zulkifly (2021) The impact of service quality on customer satisfaction: the case of Bank Rakyat. Masters thesis, Universiti Malaysia Kelantan. |
institution |
Universiti Malaysia Kelantan |
building |
Perpustakaan Universiti Malaysia Kelantan |
collection |
Institutional Repository |
continent |
Asia |
country |
Malaysia |
content_provider |
Universiti Malaysia Kelantan |
content_source |
UMK Institutional Repository |
url_provider |
http://umkeprints.umk.edu.my/ |
language |
English |
description |
The aim of this study is to assess and identify the relationship between service quality and customer satisfaction of Bank Rakyat on SERVQUAL model. This research used self administered technique and it questionnaires data was collected from 250 respo ndents out of 650 major customers. The data that have been collected was detail analyzed using both inferential statistical and descriptive analysis techniques. Based on this study, it is identified and found that all dimensions of service quality have a noticeable impact on service quality and customer satisfaction. This study concludes that of all the quality of services offered it is very good and customers are satisfied with the services of Bank Rakyat. The researcher recommended that Bank Rakyat should give the priority of aspect to care especially about the customers as much as the given services, know about the business product properly and also focus on tangible aspect as good appearance of employees, equipment, physical facility, personnel and communication materials. |
format |
MBA/DBA Final Project Report |
author |
Wan Nor Amali Wan Zulkifly |
spellingShingle |
Wan Nor Amali Wan Zulkifly The impact of service quality on customer satisfaction: the case of Bank Rakyat |
author_facet |
Wan Nor Amali Wan Zulkifly |
author_sort |
Wan Nor Amali Wan Zulkifly |
title |
The impact of service quality on customer satisfaction: the case of Bank Rakyat |
title_short |
The impact of service quality on customer satisfaction: the case of Bank Rakyat |
title_full |
The impact of service quality on customer satisfaction: the case of Bank Rakyat |
title_fullStr |
The impact of service quality on customer satisfaction: the case of Bank Rakyat |
title_full_unstemmed |
The impact of service quality on customer satisfaction: the case of Bank Rakyat |
title_sort |
impact of service quality on customer satisfaction: the case of bank rakyat |
publishDate |
2021 |
url |
http://discol.umk.edu.my/id/eprint/11466/1/Wan%20Nor%20Amali%20Binti%20Wan%20Zulkifly.pdf http://discol.umk.edu.my/id/eprint/11466/ |
_version_ |
1763304365860323328 |
score |
13.18916 |