Determining Service Quality Levels Of Government Employess : The Case Of Urban Transformation Centre (UTC) Malacca

Mahmood, Maizurah (2016) Determining Service Quality Levels Of Government Employess : The Case Of Urban Transformation Centre (UTC) Malacca. Project Report. UTeM, Melaka, Malaysia. (Submitted)

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Abstract

Nowadays, service quality has been identified as the important tool for measuring the customer satisfaction on service quality. This research contributes to deep understanding upon the service quality level on government employee. Service quality provides sometimes too low due to the high number of customers to be served at one time. Urban Transformation Centre (UTC) Melaka as the only center that gather a variety of public agencies in one building. Thus, in this research UTC was selected to determine the service quality level of government employees. This research will base on Parasuraman et al, (1985) service quality model and dimension of SERVQUAL to measure customer satisfaction later on. In this research, 100 surveys were conducted on government agencies’ customer at UTC Melaka the number of return is 100%. Data collected were analyzed quantitatively. From this research, findings show that the most influential element service quality level at UTC Melaka is assured. Thus it shows that customer mostly satisfy in assurance level of service provided. Looking ahead service quality need to be implemented in each service sector or industry to have the key element, idea or proof of the customer satisfaction level, which will conduct the organization to improve and sustain the service process.

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