Using The Servqual Model To Assess Service Quality And Customer Satisfaction: An Empirical Study Of Rawang Rest Area

The purpose of this study is to analyze expected service, investigate perceived service and to analyze the effect of perceived service quality on the satisfaction level of Rawang rest area users. The results of this study would be beneficial to the new property developer who is going to be a new res...

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Main Author:	Vadovelu, Deepa
Format:	Thesis
Language:	English
Published:	2014
Subjects:	H1-99 Social sciences (General)
Online Access:	http://eprints.usm.my/60604/1/24%20Pages%20from%2000001779595.pdf
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id	my-usm-ep.60604
record_format	uketd_dc
spelling	my-usm-ep.606042024-05-09T04:04:36Z Using The Servqual Model To Assess Service Quality And Customer Satisfaction: An Empirical Study Of Rawang Rest Area 2014 Vadovelu, Deepa H1-99 Social sciences (General) The purpose of this study is to analyze expected service, investigate perceived service and to analyze the effect of perceived service quality on the satisfaction level of Rawang rest area users. The results of this study would be beneficial to the new property developer who is going to be a new rest area in Rawang. Thus, to understand the perception and expectation of the Rawang RSA and Lay-by users a survey was conducted at the site. Questionnaire was distributed randomly to the willing users. The factors that were covered in the questionnaire were on the facilities, tangibility, responsiveness, reliability, assurance and empathy. There are many other factors that could affect the satisfaction level but basing on the reviewed literatures these factors were tested and adopted to be suitable for this study. From the analysis of this study it revealed that the expected service of the users were higher than the perceived service leading to low perceived service quality. 2014 Thesis http://eprints.usm.my/60604/ http://eprints.usm.my/60604/1/24%20Pages%20from%2000001779595.pdf application/pdf en public masters Perpustakaan Hamzah Sendut Pusat Pengajian Siswazah Perniagaan
institution	Universiti Sains Malaysia
collection	USM Institutional Repository
language	English
topic	H1-99 Social sciences (General)
spellingShingle	H1-99 Social sciences (General) Vadovelu, Deepa Using The Servqual Model To Assess Service Quality And Customer Satisfaction: An Empirical Study Of Rawang Rest Area
description	The purpose of this study is to analyze expected service, investigate perceived service and to analyze the effect of perceived service quality on the satisfaction level of Rawang rest area users. The results of this study would be beneficial to the new property developer who is going to be a new rest area in Rawang. Thus, to understand the perception and expectation of the Rawang RSA and Lay-by users a survey was conducted at the site. Questionnaire was distributed randomly to the willing users. The factors that were covered in the questionnaire were on the facilities, tangibility, responsiveness, reliability, assurance and empathy. There are many other factors that could affect the satisfaction level but basing on the reviewed literatures these factors were tested and adopted to be suitable for this study. From the analysis of this study it revealed that the expected service of the users were higher than the perceived service leading to low perceived service quality.
format	Thesis
qualification_level	Master's degree
author	Vadovelu, Deepa
author_facet	Vadovelu, Deepa
author_sort	Vadovelu, Deepa
title	Using The Servqual Model To Assess Service Quality And Customer Satisfaction: An Empirical Study Of Rawang Rest Area
title_short	Using The Servqual Model To Assess Service Quality And Customer Satisfaction: An Empirical Study Of Rawang Rest Area
title_full	Using The Servqual Model To Assess Service Quality And Customer Satisfaction: An Empirical Study Of Rawang Rest Area
title_fullStr	Using The Servqual Model To Assess Service Quality And Customer Satisfaction: An Empirical Study Of Rawang Rest Area
title_full_unstemmed	Using The Servqual Model To Assess Service Quality And Customer Satisfaction: An Empirical Study Of Rawang Rest Area
title_sort	using the servqual model to assess service quality and customer satisfaction: an empirical study of rawang rest area
granting_institution	Perpustakaan Hamzah Sendut
granting_department	Pusat Pengajian Siswazah Perniagaan
publishDate	2014
url	http://eprints.usm.my/60604/1/24%20Pages%20from%2000001779595.pdf
_version_	1804888972391874560

Using The Servqual Model To Assess Service Quality And Customer Satisfaction: An Empirical Study Of Rawang Rest Area

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