Customer satisfaction of music centre service quality in Selangor

• Main Author: Tan, Keat Shuang
• Format: Thesis
• Language: English; English; English
• Published: 2020
• Subjects: HF5415.33 Consumer Behavior.
• Online Access: https://etd.uum.edu.my/9314/1/s824037_01.pdf; https://etd.uum.edu.my/9314/2/s824037_02.pdf; https://etd.uum.edu.my/9314/3/s824037_references.docx; https://etd.uum.edu.my/9314/
• Institution: Universiti Utara Malaysia

The main objective of the study is to identify the relationship and effect of service quality dimensions, which are tangibility, assurance, reliability, responsiveness and empathy on customer satisfaction among the music centre customers in Selangor. Service quality is used as a measurement to identify the service delivered in order to meet customers’ needs and expectation. It was well established based on existing in research in many service industries. A total of 224 students or parents for younger students participated by returning a closed ended questionnaire received from the music centres that allow access to their customers. The result shows that all independent variables are significantly positively and strongly related to customer satisfaction with empathy with the strongest relationship to customer satisfaction. It could be concluded that it is very important that individual music teachers have some degree of empathy on their students’ music learning process, besides a pleasing environment at the music centres. Future research should explore the other factor that influences the satisfaction of music centre customers such as fees, music career path or even life styles.