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Service Quality and Customer Satisfaction in Car Service Centre<br />

Aishatul Atieqah Mohd Khirulthzam<br />

Supervisor: Dr. Hayatul Safrah Salleh<br />

Bachelor of Management (Marketing)<br />

School of Business and Maritime Management<br />

Customer satisfaction is a competitive tools for companies. The growth and survival of<br />

companies depend on how satisfied their customers are, and the car service centre<br />

company is no exception. The major drivers of customer satisfaction are service quality<br />

and customer loyalty. Therefore, this study explores the relationship between service<br />

quality and customer satisfaction in car service centre. The SERVQUAL model is an<br />

important instrument with five dimensions was used by this research to evaluate the<br />

relationship between service quality and customer satisfaction among car service centre<br />

customers in Kuala Terengganu. Data will be obtain using SERVQUAL questionnaire. The<br />

findings from this study will be the differences between expected service and the<br />

perceived service that the car service centre customers obtain.<br />

1535 | UMT UNDERGRADUATE RESEARCH DAY 2018

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