EVALUATING CUSTOMER SATISFACTION FOR TRAINING PROVIDER A CASE STUDY IN JOHOR BAHRU

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.