Customer’s satisfaction and service quality: A study of Simunjan district office in Sarawak
List of Authors
  • Gloria Panit , Mohd Rashidee Alwi

Keyword
  • SERVQUAL, Customer Satisfaction, Customer Expectation, Customer Perception

Abstract
  • This study focuses on customer service quality provided by District Office in Simunjan. Simunjan District Office is one of the areas under the administration of the Samarahan Division. Research has always been concentrated in measuring Customer Satisfaction or SERVQUAL for customer services. Apart from that, this research is also significant for the need of Simunjan District Office to improve their service to the customer. For government sector, customer service has been put as one of the government priorities in order to serve their customer or their customer more efficiently. The respondents of this study are customers who come to seek for service at the Simunjan District Office. The study focused on dimension such as quality of service, speed, facility, security, responsiveness, communication and understanding the customer. The customer of Simunjan District office is narrowed down to specifically from Simunjan area. The present study concentrates on customer perceptions of the following SERVQUAL dimensions, price and product quality. The findings showed that customer’s perception towards service quality level was consistently lower than their expectation. This implies that more effort is needed to improve the service quality level of the Simunjan District Office. Customers have higher expectations on the promptness of service, accuracy of transactions, security issues and concerns; the customer’s lowest expectations are cleanliness, ambience and others.

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