PERCIEVED SERVICE QUALITY TOWARD CUSTOMER SATISFACTION IN MAJLIS PERBANDARAN SEREMBAN
SITI ROSNITA BINTI SAKARJI, AZIEAN BINTI JAMIN, NURBARIRAH BINTI AHMAD, DR. RAJA MAYANG DELIMA BINTI MOHD BETA, DR. SHAFINAR BINTI ISMAIL, ZAINAB BINTI MOHD ZAIN
UNIVERSITI TEKNOLOGI MARA, MELAKA BRANCH, MALAYSIA
Abstract
This research is conducted on purpose to examine the internal customer satisfaction level through service quality of Majlis Perbandaran Seremban (MPS). A survey on internal customer satisfaction level through service quality was conducted among internal staff in MPS involving 260 respondents. The attributes of service quality such as reliability, assurance, responsiveness, tangible and empathy have been identified in order to investigate whether or not these factor have significant relationship with customer satisfaction. From this study, the researcher able to determine the current level of internal customers satisfaction that they perceive from service provided by Majlis Perbandaran Seremban (MPS), from this research the researcher has found that among the elements tangible has become the most significant relationship toward customer satisfaction.
Keywords: Internal customer, Service quality, Customer satisfaction
Topic: Management