Global Academy of Training and Research Journal

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DOI 10.35609/gjbssr.2013.1.2(10)

Reference to this paper should be made as follows: Norhisham, N; Saddam, S; Iskandar, A; Abas, N.M; Ariffin, N; Lamri, M.H. (2013). A Study on Customers' Satisfaction towards Services Provided by Agencies at Urban Transformation Centre (UTC) Melaka, Global J. Bus. Soc. Sci. Review, 1 (2): 92 – 99. https://doi.org/10.35609/gjbssr.2013.1.2(10)

Received: March 21, 2013 | Accepted: April 17, 2013

A Study on Customers' Satisfaction towards Services Provided by Agencies at Urban Transformation Centre (UTC) Melaka
Norshiba Norhisham, SitiZaitun Saddam, AinaaIdayu Iskandar, Norazira Mohd Abas, NurulAzrin Ariffin, MuhdLokmanNul Hakim Lamri
Universiti Teknologi MARA (UiTM) Bandaraya Melaka, Malaysia Abstract

Objective- Theoritical study was used to study the level of customers' satisfaction towards service provided by agency at UTC Melaka through the service quality model developed by Parasuraman which are tangibility, reliability, responsiveness, empathy and assurance.

Methodology/Technique - A non-probability technique was used to study the level of customer satisfaction where questionnaires were distributed to 110 respondents at UTC Melaka. Respondents were determined using convenient sampling method and result was analysed by using SPSS version 20.0.

This paper contributes to the understanding about the importance of food allergy awareness among public.

Findings - All the studied factors indicated a significant relationship with customers' satisfaction. The value of r for tangibility was 0.450, reliability (0.558), responsiveness (0.457), assurance (0.313), and empathy (0.475). As a conclusion, customers are satisfied with the service provided by agency at UTC Melaka and reliability was the most factors that affect the customer satisfaction.

Novelty - This researchare to test Parasuraman service quality model in Malaysia government agency and look at the level of customers' satisfaction towards the service provided.

Type of Paper : Empirical

Keywords: customer satisfaction; expectation; services; government agency

Price: USD 25