2013•International Journal of Managment, IT and EngineeringRequires access
Evaluating customer satisfaction for training provider in Johor Bahru
Mohd Saiful Izwaan Saadon, Anizan Binti Ali
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Abstract
This study focuses on level of customer satisfaction for training provider by using SERVQUAL method. This study was conducted in Johor Bahru (MPC JB, FMM JB and SIRIM JB). The objectives of this study is to determine the level of customer satisfaction for training provider and also find the most anticipated service quality dimensions (based on SERVQUAL) for training provider. The methods that were used in this study are a modified SERVQUAL based questionnaire using LIKERT SCALE for collect data. Statistical mean analysis statistical is then used to analyze the data. Finally we obtained the level of customer satisfaction for the related training provider and we found out that there are three dimensions that needed quality improvement in order for the training provider to increase their customer satisfaction.