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Study and analysis of dispositional source of satisfaction through the juxtaposition of QFD and servqual in service industry

HF5415.5.M83 2017

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Main Author: Muhammad Syahmi Ahmad Zaini
Format: text::Final Year Project
Language:English
Published: 2024
Subjects:
Consumer satisfaction
Customer services
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spelling my.uniten.dspace-336052024-10-06T02:03:12Z Study and analysis of dispositional source of satisfaction through the juxtaposition of QFD and servqual in service industry Muhammad Syahmi Ahmad Zaini Consumer satisfaction Customer services HF5415.5.M83 2017 This study has been carried out to analyze the dispositional source of satisfaction through the juxtaposition of Quality Function Deployment (QFD) and Service: Quality (QFD) in service industry. ServQual is one of the famous tool to measure the customer satisfaction. The customer satisfaction is measured through 5 dimension which are reliability, assurance, tangible, empathy and responsiveness. QFD is one of the mathematical approach to transform the customer needs into technical requirement. The difference between these two models is that ServQual evaluates the priorities of the customer needs, which in these 5 dimensions which one is the most important and which one is the least important according to responds given from the customer. Meanwhile, for QFD evaluate the priorities of technical requirement of service that will be able to satisfy the customer. The study has been carried out at TNB Customer Service Centre, Bangi. The study applies ServQual methodology to measure the customer satisfaction after the service has been delivered through 5 dimensions of ServQual which are reliability, assertion, tangible, sympathy as well as receptiveness. The QFD methodology is used as one of the mathematical approach to transform the customer needs into technical requirement. In this study, ServQual evaluate the priorities of the customer needs, which in these 5 dimensions which is the most important and which one is the least important QFD evaluate the priorities of technical requirement of service that will be able to satisfy the customer. The results show SERVQUAL and QFD ought to be consolidated to get alternate points of view regarding the behavior of the customers, division and consistency, variables to quantify in terms of the contentment felt by the customers and in the service quality, and distinctive methodologies of ways of a service industry able to gauge the satisfaction of customers. Together they give an intense instrument that is not exclusively will reveal whether the customer satisfaction is fulfilled or not, but rather additionally how great the distinction of the service is as well as the level of competence the organization functions. In addition to that, it will let the companies in the service industries know that they should take actions in order to enhance the service quality and along these lines to make the customers satisfied. 2024-10-02T07:47:26Z 2024-10-02T07:47:26Z 2017 Resource Types::text::Final Year Project https://irepository.uniten.edu.my/handle/123456789/33605 en application/pdf
institution Universiti Tenaga Nasional
building UNITEN Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Tenaga Nasional
content_source UNITEN Institutional Repository
url_provider http://dspace.uniten.edu.my/
language English
topic Consumer satisfaction
Customer services
spellingShingle Consumer satisfaction
Customer services
Muhammad Syahmi Ahmad Zaini
Study and analysis of dispositional source of satisfaction through the juxtaposition of QFD and servqual in service industry
description HF5415.5.M83 2017
format Resource Types::text::Final Year Project
author Muhammad Syahmi Ahmad Zaini
author_facet Muhammad Syahmi Ahmad Zaini
author_sort Muhammad Syahmi Ahmad Zaini
title Study and analysis of dispositional source of satisfaction through the juxtaposition of QFD and servqual in service industry
title_short Study and analysis of dispositional source of satisfaction through the juxtaposition of QFD and servqual in service industry
title_full Study and analysis of dispositional source of satisfaction through the juxtaposition of QFD and servqual in service industry
title_fullStr Study and analysis of dispositional source of satisfaction through the juxtaposition of QFD and servqual in service industry
title_full_unstemmed Study and analysis of dispositional source of satisfaction through the juxtaposition of QFD and servqual in service industry
title_sort study and analysis of dispositional source of satisfaction through the juxtaposition of qfd and servqual in service industry
publishDate 2024
_version_ 1814061081898778624
score 13.214268

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