A study on tenant satisfaction toward payment service management of Property Management Unit at Perbadanan Kemajuan Negeri Pahang (PKNP) / Ainatun Nadrah Napiah

• Main Author: Napiah, Ainatun Nadrah
• Format: Thesis
• Language: English
• Published: 2011
• Subjects: Consumer satisfaction; Customer services. Customer relations
• Online Access: http://ir.uitm.edu.my/id/eprint/33021/1/33021.pdf; http://ir.uitm.edu.my/id/eprint/33021/
• Institution: Universiti Teknologi Mara

The aim of this study is to examine the main factors contribute to customer satisfaction in Property Management Unit of Perbadanan Kemajuan Negeri Pahang (PKNP). There were three factors that have been studied, which were: service quality, effective service delivery and personal values. The questionnaires had been used in order to get feedback from customers. Researcher had distributed 80 questionnaires to the selected tenants who came to the Property Management Unit counter for assistance or rental payment. The data collected was then tested on its frequency, Chi-Square and Pearson Correlation Coefficient to test the hypothesis in this study, as well as Regression Analysis and Crosstabulation Analysis. The findings of this paper suggest that all factors are significant factors in explaining tenant satisfaction towards the payment service management provided by the Property Management unit’s staffs at Perbadanan Kemajuan Negeri Pahang (PKNP). Based on the results, the researcher will suggests some recommendations that can help Property Management Unit’s staffs in earning more collection of the rental fees