Effects Of Service Quality On Satisfaction Of Bank Users Around Bandaraya Melaka By Using Servqual Model

Che Ani, Siti Noor Shafikah (2017) Effects Of Service Quality On Satisfaction Of Bank Users Around Bandaraya Melaka By Using Servqual Model. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

This research examines the Impacts of Service Quality on Satisfaction of Bank Users around Melaka by Using SERVQUAL Model.It aims to investigate the relationship between service quality and bank users satisfaction,to determine the impacts that affecting bank users’ satisfaction towards facilities services usage using SERVQUAL Model,and to identify attributes that give the most impact towards bank user satisfaction.To meet the objectives,the theoretical framework has been developed. The method that will be used during survey is using questionnaires that consist of likert scale types of question and the scope of the survey is respondents around bank users at Bandaraya Melaka to collect the quantitative data for analysis. The pilot test will be conduct by having the small group of respondents give an answer on what they understand about the question in the questionnaires.The data from pilot test will be analysed using the SPSS software to calculate the Cronbach’s Alpha for its reliability.After that,the real research survey will be conduct by distributing the questionnaires to the respondents and the data will be analysed using the SPSS software to calculate the Cronbach’s alpha for its reliability,Pearson product-moment correlation coefficient for measuring the linear-correlation between two variables X and Y,and linear regression for calculating the significant.Discussion will be conduct from the analysis data and recommendation and conclusion will be made out of it.

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