Customer Satisfaction

ISBN-13: 9783847326984 / Angielski / Miękka / 2012 / 136 str.

Sreenivasan Jayashree;Mohd Nazri Mohd Noor

Opis

Recently there has been an increase in the emphasis on government agencies to ensure total customer satisfaction while delivering services to stakeholders.The demand for government services are growing at a faster rate and undeniably, the concept of privatization in government has also led to an improvement in services in many areas including the Malaysian Timber Industry. This research aimed at identifying the level of customer satisfaction towards service quality and the findings may lead to create a brighter future for timber industry in Malaysia. The concept of SERVQUAL dimensions was deployed to assess the current level of customer satisfaction. Apart from the above, with the aid of statistical tools and appropriate methods of customer satisfaction measurement, the study gauges the relationship between service quality and customer satisfaction.

O autorze

Dr.S.Jayashree- obtained her PhD from Mardas University and is currently with MMU,Malaysia.She has published many articles in the area of Marketing and Management. Mr.Mohd Nazri is a Senior Lecturer with UITM, Malaysia handling Marketing subjects and working on Mobile Marketing for his Ph.D.He has many publications in Consumer behaviour.