Customers’ satisfaction toward front counter services in Valuation & Property Management Department, Majlis Perbandaran Sungai Petani, Kedah (MPSPK) / Norliani Omar

The purpose of this report was to present customers’ satisfaction towards front counter’s services in Valuation and Property Management Department, Majlis Perbandaran Sungai Petani, Kedah (MPSPK) and recommended how to improve staffs skills in provided services. The analysis was carried out over a m...

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Main Author:	Omar, Norliani
Format:	Thesis
Language:	English
Published:	2011
Subjects:	Study and teaching Research Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/33070/1/33070.pdf
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id	my-uitm-ir.33070
record_format	uketd_dc
spelling	my-uitm-ir.330702020-07-29T07:56:50Z Customers’ satisfaction toward front counter services in Valuation & Property Management Department, Majlis Perbandaran Sungai Petani, Kedah (MPSPK) / Norliani Omar 2011-04 Omar, Norliani Study and teaching. Research Consumer satisfaction Customer services. Customer relations The purpose of this report was to present customers’ satisfaction towards front counter’s services in Valuation and Property Management Department, Majlis Perbandaran Sungai Petani, Kedah (MPSPK) and recommended how to improve staffs skills in provided services. The analysis was carried out over a month and I used questionnaire survey to ask the respondents. I get 100 respondents to answer the questionnaire. The findings were based on 5 Servqual dimensions that classified as tangibility, reliability, responsiveness, assurance and empathy. The findings were such as both customers’ expectation and perception in tangibility dimension are in high level with score 3.98 and 4.13 each. The Servqual gap is 0.15. Other findings were both customers’ expectation and perception in reliability dimension was in high level with score 4.04 and 3.88 each. The Servqual gap is (-0.16). The conclusion for customers’ satisfaction towards front counter’s services in Valuation and Property Management Department, (MPSPK) was such as Valuation and Property Management Department, MPSPK was not serving in the highest best skills because there were lots of negative Servqual gap rather than the positive one. Some recommendations also had been list down such as staffs need to give lots of smiles and staffs should want to offer some helps 2011-04 Thesis https://ir.uitm.edu.my/id/eprint/33070/ https://ir.uitm.edu.my/id/eprint/33070/1/33070.pdf text en public degree Universiti Teknologi MARA Cawangan Kelantan Faculty of Business and Management Ab. Rani, Nor Zuriati Amani
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Ab. Rani, Nor Zuriati Amani
topic	Study and teaching Research Consumer satisfaction Study and teaching Research
spellingShingle	Study and teaching Research Consumer satisfaction Study and teaching Research Omar, Norliani Customers’ satisfaction toward front counter services in Valuation & Property Management Department, Majlis Perbandaran Sungai Petani, Kedah (MPSPK) / Norliani Omar
description	The purpose of this report was to present customers’ satisfaction towards front counter’s services in Valuation and Property Management Department, Majlis Perbandaran Sungai Petani, Kedah (MPSPK) and recommended how to improve staffs skills in provided services. The analysis was carried out over a month and I used questionnaire survey to ask the respondents. I get 100 respondents to answer the questionnaire. The findings were based on 5 Servqual dimensions that classified as tangibility, reliability, responsiveness, assurance and empathy. The findings were such as both customers’ expectation and perception in tangibility dimension are in high level with score 3.98 and 4.13 each. The Servqual gap is 0.15. Other findings were both customers’ expectation and perception in reliability dimension was in high level with score 4.04 and 3.88 each. The Servqual gap is (-0.16). The conclusion for customers’ satisfaction towards front counter’s services in Valuation and Property Management Department, (MPSPK) was such as Valuation and Property Management Department, MPSPK was not serving in the highest best skills because there were lots of negative Servqual gap rather than the positive one. Some recommendations also had been list down such as staffs need to give lots of smiles and staffs should want to offer some helps
format	Thesis
qualification_level	Bachelor degree
author	Omar, Norliani
author_facet	Omar, Norliani
author_sort	Omar, Norliani
title	Customers’ satisfaction toward front counter services in Valuation & Property Management Department, Majlis Perbandaran Sungai Petani, Kedah (MPSPK) / Norliani Omar
title_short	Customers’ satisfaction toward front counter services in Valuation & Property Management Department, Majlis Perbandaran Sungai Petani, Kedah (MPSPK) / Norliani Omar
title_full	Customers’ satisfaction toward front counter services in Valuation & Property Management Department, Majlis Perbandaran Sungai Petani, Kedah (MPSPK) / Norliani Omar
title_fullStr	Customers’ satisfaction toward front counter services in Valuation & Property Management Department, Majlis Perbandaran Sungai Petani, Kedah (MPSPK) / Norliani Omar
title_full_unstemmed	Customers’ satisfaction toward front counter services in Valuation & Property Management Department, Majlis Perbandaran Sungai Petani, Kedah (MPSPK) / Norliani Omar
title_sort	customers’ satisfaction toward front counter services in valuation & property management department, majlis perbandaran sungai petani, kedah (mpspk) / norliani omar
granting_institution	Universiti Teknologi MARA Cawangan Kelantan
granting_department	Faculty of Business and Management
publishDate	2011
url	https://ir.uitm.edu.my/id/eprint/33070/1/33070.pdf
_version_	1783734214166839296

Customers’ satisfaction toward front counter services in Valuation & Property Management Department, Majlis Perbandaran Sungai Petani, Kedah (MPSPK) / Norliani Omar

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