The influence of service quality dimensions on customer satisfaction towards tax agents

This research is about the effect of service quality dimensions on customer satisfaction towards tax agents . The purpose of this research is to identify the extent of customer satisfaction towards tax agents, the relationship between tangible dimension, reliability dimension, responsiveness dimensi...

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Main Author:	Nor Adwiyah, Awang
Format:	Thesis
Language:	eng eng eng
Published:	2019
Subjects:	HF5415.33 Consumer Behavior.
Online Access:	https://etd.uum.edu.my/8884/1/S823161_01.pdf https://etd.uum.edu.my/8884/2/S823161_02.pdf https://etd.uum.edu.my/8884/3/s823161_references.docx
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id	my-uum-etd.8884
record_format	uketd_dc
spelling	my-uum-etd.88842022-10-04T01:29:11Z The influence of service quality dimensions on customer satisfaction towards tax agents 2019 Nor Adwiyah, Awang Khamarudin, Munirah Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5415.33 Consumer Behavior. This research is about the effect of service quality dimensions on customer satisfaction towards tax agents . The purpose of this research is to identify the extent of customer satisfaction towards tax agents, the relationship between tangible dimension, reliability dimension, responsiveness dimension, assurance dimension and empathy dimension which are the independent variables that could influence and lead to customer satisfaction which is the dependent variable. The total population of tax agents in Sungai Petani, Kedah is 1565 customers and the selected sample size is 306 respondents from cluster sampling process by geography. Of the total questionnaires, 244 were used that recorded a response rate of 80%. In analyzing the findings, researchers used descriptive statistic, Pearson Correlation and Multiple Regression by using Statistical Package for Social Science (SPSS) version 20.0. The results indicate that there is positive significant relationship between tangible dimension, reliability dimension responsiveness dimension, assurance dimension and empathy dimension towards customer satisfaction. The most influencing dimension that affects customer satisfaction at the tax agents in Sungai Petani, Kedah is responsiveness dimension. This study recommend that the tax agent should be able to give fast service and response towards customers needs as well as improve the facilities. In future, the study is more focusing on the wider scope to study the service quality that lead to customer satisfaction at the tax agency. 2019 Thesis https://etd.uum.edu.my/8884/ https://etd.uum.edu.my/8884/1/S823161_01.pdf text eng public https://etd.uum.edu.my/8884/2/S823161_02.pdf text eng public https://etd.uum.edu.my/8884/3/s823161_references.docx text eng public other masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng eng
advisor	Khamarudin, Munirah
topic	HF5415.33 Consumer Behavior.
spellingShingle	HF5415.33 Consumer Behavior. Nor Adwiyah, Awang The influence of service quality dimensions on customer satisfaction towards tax agents
description	This research is about the effect of service quality dimensions on customer satisfaction towards tax agents . The purpose of this research is to identify the extent of customer satisfaction towards tax agents, the relationship between tangible dimension, reliability dimension, responsiveness dimension, assurance dimension and empathy dimension which are the independent variables that could influence and lead to customer satisfaction which is the dependent variable. The total population of tax agents in Sungai Petani, Kedah is 1565 customers and the selected sample size is 306 respondents from cluster sampling process by geography. Of the total questionnaires, 244 were used that recorded a response rate of 80%. In analyzing the findings, researchers used descriptive statistic, Pearson Correlation and Multiple Regression by using Statistical Package for Social Science (SPSS) version 20.0. The results indicate that there is positive significant relationship between tangible dimension, reliability dimension responsiveness dimension, assurance dimension and empathy dimension towards customer satisfaction. The most influencing dimension that affects customer satisfaction at the tax agents in Sungai Petani, Kedah is responsiveness dimension. This study recommend that the tax agent should be able to give fast service and response towards customers needs as well as improve the facilities. In future, the study is more focusing on the wider scope to study the service quality that lead to customer satisfaction at the tax agency.
format	Thesis
qualification_name	other
qualification_level	Master's degree
author	Nor Adwiyah, Awang
author_facet	Nor Adwiyah, Awang
author_sort	Nor Adwiyah, Awang
title	The influence of service quality dimensions on customer satisfaction towards tax agents
title_short	The influence of service quality dimensions on customer satisfaction towards tax agents
title_full	The influence of service quality dimensions on customer satisfaction towards tax agents
title_fullStr	The influence of service quality dimensions on customer satisfaction towards tax agents
title_full_unstemmed	The influence of service quality dimensions on customer satisfaction towards tax agents
title_sort	influence of service quality dimensions on customer satisfaction towards tax agents
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2019
url	https://etd.uum.edu.my/8884/1/S823161_01.pdf https://etd.uum.edu.my/8884/2/S823161_02.pdf https://etd.uum.edu.my/8884/3/s823161_references.docx
_version_	1747828482042232832

The influence of service quality dimensions on customer satisfaction towards tax agents

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