Perceived Service Quality Toward Customer Satisfaction in Majlis Perbandaran Seremban

Authors

  • Siti Rosnita Binti Sakarji Faculty of Business Management
  • Aziean Binti Jamin Faculty of Hotel and Tourism
  • Nurbarirah Binti Ahmad Faculty of Business Management
  • Raja Mayang Delima Binti Mohd Beta Faculty of Business Management
  • Shafinar Binti Ismail Faculty of Business Management
  • Zainab Binti Mohd Zain Academy of Language Studies, MARA Universiti of Technology, Malacca Branch – Malaysia

DOI:

https://doi.org/10.18502/kss.v4i6.6643

Abstract

This research was 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 customer 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

References

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Published

2020-03-23

How to Cite

Rosnita Binti Sakarji, S. ., Binti Jamin, A. ., Binti Ahmad, N. ., Mayang Delima Binti Mohd Beta, R. ., Binti Ismail, S. ., & Binti Mohd Zain, Z. . (2020). Perceived Service Quality Toward Customer Satisfaction in Majlis Perbandaran Seremban. KnE Social Sciences, 4(6), 798–818. https://doi.org/10.18502/kss.v4i6.6643

Issue

Vol. 4 No. 6 (2020): International Conference on Economics, Business and Economic Education 2019

Section

Articles