The relationship between service quality and customer satisfaction: a study of prepaid electrical meter users in the facilities management industry in Malaysia

• Main Author: Neezlin Aznam
• Format: text::Thesis
• Language: English
• Published: 2023

Prepaidelectricalmetershavebeingwidelyadoptedbyutilitiesinnumerouscountries. Research revealed that consistent service quality is the most efficient way to maintain customer satisfaction. The aim of this research was to measure the impact of service quality on customer satisfaction relating to electrical prepaid electrical meter users in the facilities management industries in Malaysia. To fulfill the needs of the end user, this study adopts Parasuraman’s service quality model to assess the extent to which service quality indicators influence on customer satisfaction. The population of the study comprised of the customers who use prepaid electrical meter. The survey was conducted on a total of 375 respondents from whom 103 responses were received. The study used judgemental sampling technique to select the customers who use prepaid electrical meter respectively and data was collected using customer questionnaires and all the data collected was processed using the Statistical Package for the Social Science (SPSS) 24 software and SmartPLS 3.0. The result of the study indicates that out of five independent variables such as tangibility, reliability, assurance, responsiveness and assurance, only tangibility influences the customer satisfaction of the users. The results of this study provide insight to the energy related studies as well as to facilities management which provide the prepaid electrical meter service to their customers.