A study on customers’ perception towards the information counter, MunLoong-Hankyu Jaya Bangsar, Kuala Lumpur / Rohaya Ishak

The objective of this thesis was to identify the level of customers' perceptions of service quality on customer service provided by the company. The study approach was a research study of the Information Counter of MunLoong- Hankyu Jaya, Bangsar (MHJB), Kuala Lumpur. Information on the level of...

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Bibliographic Details
Main Author:	Ishak, Rohaya
Format:	Thesis
Language:	English
Published:	1998
Subjects:	Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/2580/1/2580.pdf
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id	my-uitm-ir.2580
record_format	uketd_dc
spelling	my-uitm-ir.25802023-10-17T08:46:21Z A study on customers’ perception towards the information counter, MunLoong-Hankyu Jaya Bangsar, Kuala Lumpur / Rohaya Ishak 1998 Ishak, Rohaya Consumer satisfaction Customer services. Customer relations The objective of this thesis was to identify the level of customers' perceptions of service quality on customer service provided by the company. The study approach was a research study of the Information Counter of MunLoong- Hankyu Jaya, Bangsar (MHJB), Kuala Lumpur. Information on the level of perceptions among the MHJB customers was gathered. However, in the process of delivering good customer service, the counter is facing a lot of implementation problem and issues that seems to hinder the achievement of giving high quality of service. The study findings show that the current level of customers' perceptions is not encouraging enough as the service quality determinants which is reliability, responsiveness, assurance and empathy are having negative perceptions. However, the tangible determinant is having positive perception. Other than that they also have good personality, as they are rated as courteous, having sincere interest in solving customer problems, willing to help customers and dress neatly. 1998 Thesis https://ir.uitm.edu.my/id/eprint/2580/ https://ir.uitm.edu.my/id/eprint/2580/1/2580.pdf text en public degree Universiti Teknologi MARA Faculty of Business and Management Zainuddin, Anizah
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Zainuddin, Anizah
topic	Consumer satisfaction Consumer satisfaction
spellingShingle	Consumer satisfaction Consumer satisfaction Ishak, Rohaya A study on customers’ perception towards the information counter, MunLoong-Hankyu Jaya Bangsar, Kuala Lumpur / Rohaya Ishak
description	The objective of this thesis was to identify the level of customers' perceptions of service quality on customer service provided by the company. The study approach was a research study of the Information Counter of MunLoong- Hankyu Jaya, Bangsar (MHJB), Kuala Lumpur. Information on the level of perceptions among the MHJB customers was gathered. However, in the process of delivering good customer service, the counter is facing a lot of implementation problem and issues that seems to hinder the achievement of giving high quality of service. The study findings show that the current level of customers' perceptions is not encouraging enough as the service quality determinants which is reliability, responsiveness, assurance and empathy are having negative perceptions. However, the tangible determinant is having positive perception. Other than that they also have good personality, as they are rated as courteous, having sincere interest in solving customer problems, willing to help customers and dress neatly.
format	Thesis
qualification_level	Bachelor degree
author	Ishak, Rohaya
author_facet	Ishak, Rohaya
author_sort	Ishak, Rohaya
title	A study on customers’ perception towards the information counter, MunLoong-Hankyu Jaya Bangsar, Kuala Lumpur / Rohaya Ishak
title_short	A study on customers’ perception towards the information counter, MunLoong-Hankyu Jaya Bangsar, Kuala Lumpur / Rohaya Ishak
title_full	A study on customers’ perception towards the information counter, MunLoong-Hankyu Jaya Bangsar, Kuala Lumpur / Rohaya Ishak
title_fullStr	A study on customers’ perception towards the information counter, MunLoong-Hankyu Jaya Bangsar, Kuala Lumpur / Rohaya Ishak
title_full_unstemmed	A study on customers’ perception towards the information counter, MunLoong-Hankyu Jaya Bangsar, Kuala Lumpur / Rohaya Ishak
title_sort	study on customers’ perception towards the information counter, munloong-hankyu jaya bangsar, kuala lumpur / rohaya ishak
granting_institution	Universiti Teknologi MARA
granting_department	Faculty of Business and Management
publishDate	1998
url	https://ir.uitm.edu.my/id/eprint/2580/1/2580.pdf
_version_	1783733078306324480

A study on customers’ perception towards the information counter, MunLoong-Hankyu Jaya Bangsar, Kuala Lumpur / Rohaya Ishak

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