A study on the customer dissatisfaction towards service quality in client centre, Sabah Credit Corporation / Rixon Melvelle Andrias

• Main Author: Andrias, Rixon Melvelle
• Format: Student Project
• Language: English
• Published: 2008
• Subjects: Consumer satisfaction; Customer services. Customer relations
• Online Access: https://ir.uitm.edu.my/id/eprint/88522/1/88522.pdf; https://ir.uitm.edu.my/id/eprint/88522/
• Institution: Universiti Teknologi Mara

In recent research on service quality it has been argued that the relationship between service quality and customer satisfaction is an issue which requires conceptual and empirical elaboration through replication and extension of current knowledge. This study focus on the refinement of a scale for measuring service quality and customer satisfaction. This paper has started with the concept of service quality and has demonstrated of SERVQUAL. SERVQUAL as an effective approach has been studied and its role in the analysis of the difference between customer expectation and perception has been highlighted with support of an example.