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Evaluating customer satisfaction for training provider: A case study in Johor Bahru


A., Anizan and I.S, Saiful and Za’im, K. Khairul (2012) Evaluating customer satisfaction for training provider: A case study in Johor Bahru. In: Knowledge Management International Conference (KMICe) 2012, 4 – 6 July 2012, Johor Bahru, Malaysia.

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Abstract

This study focused on level of customer satisfaction for training provider by using SERVQUAL method.This study was conducted in Johor Bahru(MPC JB, FMM JB and SIRIMJB).The objectives of this study are to determine the level of customer satisfaction for training provider and also to find the most anticipated service quality dimensions (based on SERVQUAL) for training provider.The method used in this study is a modified SERVQUAL based questionnaire using LIKERT SCALE for data collection.The data collection was conducted in Johor Bahru area where the respondents have attended training or received service from any of the three mentioned training providers.Mean analysis statistical is then used to analyze the data. Finally the level of customer satisfaction for the related training provider was obtained and it was found that there are three dimensions (tangible, reliability and empathy) needed quality of improvement in order for the training provider to increase their customer satisfaction and directly improve to excellent service.

Item Type: Conference or Workshop Item (Paper)
Additional Information: ISBN: 9789832078661 Organized by: UUM College of Art & Sciences, Universiti Utara Malaysia.
Uncontrolled Keywords: SERVQUAL, customer satisfaction, training provider.
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: College of Arts and Sciences
Depositing User: Mrs. Norazmilah Yaakub
Date Deposited: 20 May 2014 07:37
Last Modified: 28 Apr 2015 06:15
URI: http://repo.uum.edu.my/id/eprint/11017

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