Abstract:
Service quality is a concept that has aroused considerable interest and debate
in the research literature because of the difficulties in both defining and measuring it
with no overall consensus emerging on either. Customer satisfaction and service
quality are often treated together as functions of customer’s perceptions and
expectations and research has shown that high service quality contribute significantly
to profitability. Service quality is required to be first measured in order to improve
the quality in a service organization. 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 are to determine the level of customer satisfaction for training provider and
also to find the most anticipated service quality dimensions (based on SERVQUAL)
for training provider. The methods used in this study are a modified SERVQUAL
based questionnaire using LIKERT SCALE for data collection. Mean analysis
statistical is then used to analyze the data. The results of the study indicated that all
of the service quality factors are important and show which company that can be
benchmarked against which satisfied customers the most.
