Study And Analysis On Customer Satisfaction : Case Study In Service Company (Bank)

Ng, Jing Yee (2011) Study And Analysis On Customer Satisfaction : Case Study In Service Company (Bank). Project Report. UTeM, Melaka, Malaysia. (Submitted)

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Abstract

This project is focused on customer satisfaction in service industries, especially in banking sector. In this service sector, the customer satisfaction is pertinent to the service perception and expectation toward internal and external customer. The objective of this project is to identify the quality of service of banking company toward the customer and employee satisfaction by using SERVQUAL, Kano Model, and Herzberg Theory. The methodologies included used SERVQUAL to integrate the gap model between customer's expectations and perception of the service, while Kano Model is used to mapping the customer needs and expectations as well as the satisfaction criteria of different customer requirements (CRs). Against internal customer satisfaction, Herzberg’s theory is the method used to recognize employee attitudes and motivation and determine which intrinsic and extrinsic factors caused satisfaction or dissatisfaction. There are 2 set questionnaires were done for internal and external customer to collect the data for analyze the customer and employee satisfaction. The results included part of Likert scale, Kano model, SERVQUAL, Herzberg’s theory and correlation relationship between Likert scale and Kano Model for internal and external customer. The date collections of the results were manipulated by using SPSS software and the suggestions for the further study were being discussed.

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