Level customers satisfaction on services of PPTH / Nurussyafinaz Mohd Azseri

Customer Satisfaction is one of key aspect which is always being given serious attention by Financial Institutions. It is because services provided by any organization can be assessed and improved based on opinion and suggestion gathered from customers. Hence, this survey was conducted in order to i...

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Main Author:	Mohd Azseri, Nurussyafinaz
Format:	Thesis
Language:	English
Published:	2018
Subjects:	HV Social pathology Social and public welfare Criminology
Online Access:	https://ir.uitm.edu.my/id/eprint/57334/1/57334.PDF
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id	my-uitm-ir.57334
record_format	uketd_dc
spelling	my-uitm-ir.573342022-03-31T07:55:22Z Level customers satisfaction on services of PPTH / Nurussyafinaz Mohd Azseri 2018-07 Mohd Azseri, Nurussyafinaz HV Social pathology. Social and public welfare. Criminology Customer Satisfaction is one of key aspect which is always being given serious attention by Financial Institutions. It is because services provided by any organization can be assessed and improved based on opinion and suggestion gathered from customers. Hence, this survey was conducted in order to identify customer satisfaction level on services provided by a certain financial institution namely Tabung Haji Kodiang located in Kedah. SERVQUAL theory, which consists of 4 elements(tangible, reliability, responsiveness and empathy), have been utilised in this survey to evaluate customer satisfaction level. Survey forms have been distributed to around100 respondents who were customers using Tabung Haji Kodiang services. All data collected were later analysed by using 'mean' score. Survey results have shown that customer satisfaction in Tabung Haji Kodiang is at a moderate level overall with the lowest 'mean' score is recorded for 'responsiveness' element ('mean' value at 2.95).This survey result on customer satisfaction level has given a clear picture and idea for enhancement on certain area of Tabung Haji Kodiang services in order to improve the services quality in line with company motto and quality policy. 2018-07 Thesis https://ir.uitm.edu.my/id/eprint/57334/ https://ir.uitm.edu.my/id/eprint/57334/1/57334.PDF text en public degree Universiti Teknologi MARA Faculty of Academy of Contemporary Islamic Studies Ab. Manan, Siti Khadijah (Assoc. Prof. Dr. )
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Ab. Manan, Siti Khadijah (Assoc. Prof. Dr. )
topic	HV Social pathology Social and public welfare Criminology
spellingShingle	HV Social pathology Social and public welfare Criminology Mohd Azseri, Nurussyafinaz Level customers satisfaction on services of PPTH / Nurussyafinaz Mohd Azseri
description	Customer Satisfaction is one of key aspect which is always being given serious attention by Financial Institutions. It is because services provided by any organization can be assessed and improved based on opinion and suggestion gathered from customers. Hence, this survey was conducted in order to identify customer satisfaction level on services provided by a certain financial institution namely Tabung Haji Kodiang located in Kedah. SERVQUAL theory, which consists of 4 elements(tangible, reliability, responsiveness and empathy), have been utilised in this survey to evaluate customer satisfaction level. Survey forms have been distributed to around100 respondents who were customers using Tabung Haji Kodiang services. All data collected were later analysed by using 'mean' score. Survey results have shown that customer satisfaction in Tabung Haji Kodiang is at a moderate level overall with the lowest 'mean' score is recorded for 'responsiveness' element ('mean' value at 2.95).This survey result on customer satisfaction level has given a clear picture and idea for enhancement on certain area of Tabung Haji Kodiang services in order to improve the services quality in line with company motto and quality policy.
format	Thesis
qualification_level	Bachelor degree
author	Mohd Azseri, Nurussyafinaz
author_facet	Mohd Azseri, Nurussyafinaz
author_sort	Mohd Azseri, Nurussyafinaz
title	Level customers satisfaction on services of PPTH / Nurussyafinaz Mohd Azseri
title_short	Level customers satisfaction on services of PPTH / Nurussyafinaz Mohd Azseri
title_full	Level customers satisfaction on services of PPTH / Nurussyafinaz Mohd Azseri
title_fullStr	Level customers satisfaction on services of PPTH / Nurussyafinaz Mohd Azseri
title_full_unstemmed	Level customers satisfaction on services of PPTH / Nurussyafinaz Mohd Azseri
title_sort	level customers satisfaction on services of ppth / nurussyafinaz mohd azseri
granting_institution	Universiti Teknologi MARA
granting_department	Faculty of Academy of Contemporary Islamic Studies
publishDate	2018
url	https://ir.uitm.edu.my/id/eprint/57334/1/57334.PDF
_version_	1783734970793066496

Level customers satisfaction on services of PPTH / Nurussyafinaz Mohd Azseri

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