Factor Influencing Customer Satisfaction Towards Service Efficiency At Syarikat Air Terengganu

Sudin, Ainul Athirah (2017) Factor Influencing Customer Satisfaction Towards Service Efficiency At Syarikat Air Terengganu. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

Customer satisfaction is the significant criteria of accomplishment and excellence for the company in delivering service to the customer.This study had three main objectives which are to determine the most influencing factor that influence customer satisfaction towards the service efficiency,to identify improvement method in improving customer satisfaction towards the company and lastly to investigate the relationship between the service efficiency and the customer satisfaction.Quantitative approach had been used in this study through the distribution of 80 set of questionnaires to the customer of Syarikat Air Terengganu,Dungun.The finding from the study reveals that all the independent variable had a relationship with the dependent variable service efficiency.The most significant factor that influencing customer satisfaction towards service efficiency had been identified as independent variable continuous improvement.The results of this study will provide the company especially service-based business understand about the preferences relating to customer satisfaction and letting them to direct an effective service efficiency.

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