Hubungan Komunikasi Perkhidmatan Kaunter dalam Meningkatkan Kepuasan Pelanggan: Satu Kajian Kes di Ibu Pejabat JKR Malaysia

• Main Author: Imran, Pilus
• Format: Thesis
• Language: English
• Published: 2010
• Subjects: HD28-70 Management. Industrial Management
• Online Access: http://etd.uum.edu.my/3695/1/s806638.pdf; http://etd.uum.edu.my/3695/; http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000767940

Customer satisfaction is a set value in which customers are satisfied when their expectations are met or to obtain more than what was expected. This is something that must be achieved and enjoyed by all communities. By measuring the level of customer satisfaction of a service sectors, it will help out to observe the quality of services counter of JKR Malaysia headquarters. The study focus on the quality of counter services provided and the relationship and influence of the four dimensions of communication counter verbal communication, nonverbal communication, the communication and physical facilities counters with customer satisfaction. The study was conducted through questionnaires distributed to the customers who dealing with the JKR Malaysia headquarters service counter. Data were analyzed by a computer program Statistical Package for Social Science (SPSS). Results showed that the quality of counter services at the JKR is good. The majority of respondents are satisfied with the services provided by the counter. The four dimensions of counter service communications related to customer satisfaction, while the elements of verbal, non verbal communication and physical facilities to counter influence in determining customer satisfaction in dealing with this department.