Determinants of Customers’ Satisfaction Towards Services Provided by Agencies in Urban Transformation Centre (UTC)

Anita Rosli () and Ting Ing Siong ()

International Journal of Economics, Business and Management Studies, 2018, vol. 5, issue 1, 9-15

Abstract: The research was conducted to study determinants of customers’ satisfaction towards services provided by various agencies at UTC Sibu, Sarawak. This study applied the five dimension of service quality (tangibility, reliability, responsiveness, assurance, and empathy) by using the SERVEQUAL model developed by Parsuraman et al. (1988) to study about the customer satisfaction. A total of 380 respondents were selected through convenient sampling method, where the self-administered questionnaire was used to conduct the survey. The Pearson correlation analysis was used to identify the relationship of the factors with the customers’ satisfaction. The result showed that the average mean score for the customers’ satisfaction is 3.79 which indicates that the customers have a high level of satisfaction towards services provided by agencies in UTC Sibu, Sarawak. The factors of tangibility, reliability, and empathy were significantly influencing the level of customer’s satisfaction at 1%.

Keywords: Customer satisfaction; Service quality; SERQUAL; Services agencies; Pearson correlation. (search for similar items in EconPapers)
Date: 2018
References: Add references at CitEc
Citations:

Downloads: (external link)
http://onlinesciencepublishing.com/index.php/ijebms/article/view/216/304 (application/pdf)
http://onlinesciencepublishing.com/index.php/ijebms/article/view/216/1115 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:onl:ijebms:v:5:y:2018:i:1:p:9-15:id:216

Access Statistics for this article

More articles in International Journal of Economics, Business and Management Studies from Online Science Publishing
Bibliographic data for series maintained by Pacharapa Naka ( this e-mail address is bad, please contact ).