To increase employee satisfaction and customer satisfaction towards service quality of Buildzone Engineering Trade and Supply

• Main Author: Jamian, Siti Hajar
• Format: Thesis
• Language: English
• Published: 2022
• Subjects: H Social Sciences (General)
• Online Access: http://eprints.utm.my/id/eprint/102326/1/SitiHajarJamianMAHIBS2022.pdf; http://eprints.utm.my/id/eprint/102326/; http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:147751

The ultimate goal in every corporate setting is to please consumers. With the strong need for high quality client services, service firms have grown dramatically in recent decades. Buildzone Engineering Trade and Supply is one of the company that provide a cleaning service such as roadside tree management. The rising number of complaints is concerning, and it has become a fascinating research issue. The company agreed that by increasing the employees especially among a maintenance workers is one of the best strategies to reduce a complaint from the customer indirectly can enhance the service quality. The purpose of this research is to identify the factor influenced customer satisfactions and what the issue that company are facing. Hence, The aims of this research is to increase customer satisfaction toward service quality in Buildzone Engineering Trade and Supply. The Service Quality model (ServQual) and Customer Satisfaction Theory will be applied in this research. By using an interview and observations with a total 5 respondent taking part in this analysis. The thematic analysis was been used to interpret and findings in this research. As result, by increasing the maintenance workers has been implemented in this research and the organizations. Thus, It’s significant on result generated by using thematic analysis. However, future research will be recommended to further investigate on how to increase customer satisfaction and service quality in roadside tree management.