Tahap kepuasan pelanggan terhadap kualiti perkhidmatan kakitangan UTC : kajian kes UTC Johor
Also available in printed version
| Main Author: | |
|---|---|
| Other Authors: | |
| Format: | Bachelor thesis |
| Language: | Malay |
| Published: |
Universiti Teknologi Malaysia
2025
|
| Subjects: | |
| Online Access: | https://utmik.utm.my/handle/123456789/56525 |
| Abstract | Abstract here |
| _version_ | 1854975098523484160 |
|---|---|
| author | Nor Aimi Athirah Omar |
| author2 | Mohd. Shahril Abdul Rahman, supervisor |
| author_facet | Mohd. Shahril Abdul Rahman, supervisor Nor Aimi Athirah Omar |
| author_sort | Nor Aimi Athirah Omar |
| description | Also available in printed version |
| format | Bachelor thesis |
| id | utm-123456789-56525 |
| institution | Universiti Teknologi Malaysia |
| language | Malay |
| publishDate | 2025 |
| publisher | Universiti Teknologi Malaysia |
| record_format | dspace |
| record_pdf | Abstract |
| spelling | utm-123456789-565252025-08-21T09:01:11Z Tahap kepuasan pelanggan terhadap kualiti perkhidmatan kakitangan UTC : kajian kes UTC Johor Nor Aimi Athirah Omar Mohd. Shahril Abdul Rahman, supervisor Geoinformation Surveying Also available in printed version Service quality is an issue that occurs in any service agency. Various efforts need to be framed by every organization to improve the management of customer relationships that are more responsive and efficient especially in the Urban Transformation Center (UTC). Service quality has been identified as the important tool for measuring the customer satisfaction with the quality of services provided by service agencies. Therefore, this study aims to identify the most important service quality elements in determining the level of customer satisfaction in UTC Johor and to measure the level of customer satisfaction with the quality of service of UTC Johor's staff in delivering services to the public. This study is based on the 5 dimensions of SERVQUAL Model (Tangible, Reliability, Responsiveness, Assurance and Empathy). In this study, 140 questionnaires were distributed to visitors of UTC Johor and number of return is 95%. Data collected were analyzed quantitatively. The findings show that the most influential elements of service quality to be chosen by respondents in UTC Johor is Responsive element. The overall level of customer satisfaction on the services rendered by the employees of UTC Johor is satisfied and satisfying level despite the fact that there are some problems such as lack of seats in the waiting room and less well-maintained elevator facilities. Therefore, these findings are useful to give an overview to the management of UTC Johor to maintain the good quality of existing services and enhance the management of customer relationships that are more responsive and efficient so that visitors can enjoy the quality of service that is effective and efficiently in accordance with the requirements of the times. This study suggests further research is conducted to study the level of customer satisfaction on every agency available at UTC Johor. Studies on the effects and problems that arise due to the change in UTC operating time across the country on the quality of service delivery to the public are also recommended. zulaihi UTM 119 p. Project Paper (Sarjana Muda Sains (Pentadbiran dan Pembangunan Tanah)) - Universiti Teknologi Malaysia, 2019 2025-03-17T04:27:37Z 2025-03-17T04:27:37Z 2019 Bachelor thesis https://utmik.utm.my/handle/123456789/56525 vital:131098 valet-20200113-080226 ML Closed Access UTM Complete Completion Unpublished application/pdf Universiti Teknologi Malaysia |
| spellingShingle | Geoinformation Surveying Nor Aimi Athirah Omar Tahap kepuasan pelanggan terhadap kualiti perkhidmatan kakitangan UTC : kajian kes UTC Johor |
| thesis_level | Other |
| title | Tahap kepuasan pelanggan terhadap kualiti perkhidmatan kakitangan UTC : kajian kes UTC Johor |
| title_full | Tahap kepuasan pelanggan terhadap kualiti perkhidmatan kakitangan UTC : kajian kes UTC Johor |
| title_fullStr | Tahap kepuasan pelanggan terhadap kualiti perkhidmatan kakitangan UTC : kajian kes UTC Johor |
| title_full_unstemmed | Tahap kepuasan pelanggan terhadap kualiti perkhidmatan kakitangan UTC : kajian kes UTC Johor |
| title_short | Tahap kepuasan pelanggan terhadap kualiti perkhidmatan kakitangan UTC : kajian kes UTC Johor |
| title_sort | tahap kepuasan pelanggan terhadap kualiti perkhidmatan kakitangan utc kajian kes utc johor |
| topic | Geoinformation Surveying |
| url | https://utmik.utm.my/handle/123456789/56525 |
| work_keys_str_mv | AT noraimiathirahomar tahapkepuasanpelangganterhadapkualitiperkhidmatankakitanganutckajiankesutcjohor |