The influence of service quality factors on customer satisfaction and drinking water quality in Syarikat Bekalan Air Selangor (SYABAS)

The influence of service quality factors on customer satisfaction and drinking water quality in Syarikat Bekalan Air Selangor (SYABAS)

This research study develops a framework measuring the level of customer satisfaction through SERQUAL and drinking water quality at Syarikat Bekalan Air Selangor (SYABAS). The level of customer satisfaction is important for water conservation that complements existing supply and demand water manage...

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Main Author: A.Uma Elizabeth, Atputharaj
Format: Thesis
Language:eng
eng
Published: 2013
Subjects:
HF5549-5549.5 Personnel Management
Employment
Online Access:https://etd.uum.edu.my/5158/1/s810171.pdf
https://etd.uum.edu.my/5158/7/s810171_abstract.pdf
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id my-uum-etd.5158
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Md Said, Nor Pujawati
topic HF5549-5549.5 Personnel Management
Employment
spellingShingle HF5549-5549.5 Personnel Management
Employment
A.Uma Elizabeth, Atputharaj
The influence of service quality factors on customer satisfaction and drinking water quality in Syarikat Bekalan Air Selangor (SYABAS)
description This research study develops a framework measuring the level of customer satisfaction through SERQUAL and drinking water quality at Syarikat Bekalan Air Selangor (SYABAS). The level of customer satisfaction is important for water conservation that complements existing supply and demand water management regimes. This study sets out to investigate the relationships among service quality, customer satisfaction, and corporate image to this Water industry.The study on customer satisfaction approach aims to achieve sustainability by changing how individuals think about water services and how water is provided to customers. The framework of indicators consists of qualitative descriptions of elements that should be present in SYABAS to successfully measure the level of satisfaction. These indicators fit into five themes level of customer satisfaction, customer experience, relationship among staff and customer, quality of works and the level of accountable. These indicators are also applied to evaluate the level of satisfaction of a case study (Kuala Lumpur, Petaling, Gombak and Hulu Langat) for its potential to measure the level of satisfaction towards water industry. The case study is compatible and equipped to measure and identify what does the customers feels and experienced through the quality of works provided by Syarikat Bekalan Air Selangor Sdn Bhd
format Thesis
qualification_name masters
qualification_level Master's degree
author A.Uma Elizabeth, Atputharaj
author_facet A.Uma Elizabeth, Atputharaj
author_sort A.Uma Elizabeth, Atputharaj
title The influence of service quality factors on customer satisfaction and drinking water quality in Syarikat Bekalan Air Selangor (SYABAS)
title_short The influence of service quality factors on customer satisfaction and drinking water quality in Syarikat Bekalan Air Selangor (SYABAS)
title_full The influence of service quality factors on customer satisfaction and drinking water quality in Syarikat Bekalan Air Selangor (SYABAS)
title_fullStr The influence of service quality factors on customer satisfaction and drinking water quality in Syarikat Bekalan Air Selangor (SYABAS)
title_full_unstemmed The influence of service quality factors on customer satisfaction and drinking water quality in Syarikat Bekalan Air Selangor (SYABAS)
title_sort influence of service quality factors on customer satisfaction and drinking water quality in syarikat bekalan air selangor (syabas)
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2013
url https://etd.uum.edu.my/5158/1/s810171.pdf
https://etd.uum.edu.my/5158/7/s810171_abstract.pdf
_version_ 1747827873720303616
spelling my-uum-etd.51582022-04-10T02:05:43Z The influence of service quality factors on customer satisfaction and drinking water quality in Syarikat Bekalan Air Selangor (SYABAS) 2013 A.Uma Elizabeth, Atputharaj Md Said, Nor Pujawati Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5549-5549.5 Personnel Management. Employment This research study develops a framework measuring the level of customer satisfaction through SERQUAL and drinking water quality at Syarikat Bekalan Air Selangor (SYABAS). The level of customer satisfaction is important for water conservation that complements existing supply and demand water management regimes. This study sets out to investigate the relationships among service quality, customer satisfaction, and corporate image to this Water industry.The study on customer satisfaction approach aims to achieve sustainability by changing how individuals think about water services and how water is provided to customers. The framework of indicators consists of qualitative descriptions of elements that should be present in SYABAS to successfully measure the level of satisfaction. These indicators fit into five themes level of customer satisfaction, customer experience, relationship among staff and customer, quality of works and the level of accountable. These indicators are also applied to evaluate the level of satisfaction of a case study (Kuala Lumpur, Petaling, Gombak and Hulu Langat) for its potential to measure the level of satisfaction towards water industry. The case study is compatible and equipped to measure and identify what does the customers feels and experienced through the quality of works provided by Syarikat Bekalan Air Selangor Sdn Bhd 2013 Thesis https://etd.uum.edu.my/5158/ https://etd.uum.edu.my/5158/1/s810171.pdf text eng public https://etd.uum.edu.my/5158/7/s810171_abstract.pdf text eng public masters masters Universiti Utara Malaysia Anderson, E., & Fornell, C. (1994). A customer satisfaction research prospectus. Service Quality: New Directions in Theory and Practice, pp. 241-68. Bitner, M., & Hubert, A. (1994). Encounter satisfaction versus overall satisfaction versus quality: the customer's voice. Service Quality: New Directions in Theory and Practice, Sage Publications, London, pp. 72-94. Chakrabarty, & Tan, K. (2007). The Current State of Six Sigma Application in Services. Managing Service Quality , Vol. 17 No. 2 pp. 194-208. Coakes, S., & Steed, L. (2007). SPSS: Analysis without anguish. Australia: John Wiley & Sons. 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