QR Code Link : Type : Thesis Subject : Organizational Behavior, Organizational Development, Organizational Design Main Author : Mohamad Azri Bin Johari Title : Factors Affecting Customer Satisfaction Towards Service Quality at Honda Manufacture Malaysia Content Type : still image (rdacontent) Media Type : computer (rdamedia) Carrier Type : online resource (rdacarrier)

Place of Production : Kuala Lumpur Publisher : Tun Razak Graduate School Year of Publication : 2024 Notes : Research Project Submitted in Partial Fulfillment of the Requirements \r\nfor the Degree of Master of Business Administration \r\nUniversiti Tun Abdul Razak \r\nJune 2024 Corporate Name : UNIRAZAK Library PDF Full Text : Login required to access this item.

Abstract : UNIRAZAK Library

Quality, as a word, referred to a number of attributes of services and was often used interchangeably with customer satisfaction in order to achieve success in the automobile industry and especially, for organizations whose core business was providing services to the customers. This research aimed to identify the key determinants of customer satisfaction with service quality for Honda Manufacture Malaysia (HMM). HMM had a good market share and was known by producing great cars, yet problems associated with customer satisfaction with HMM’s performance of service delivery were the cause of concern. Therefore, HMM was able to sustain its competitiveness and encourage customer loyalty through the analysis of the service factor related to perceived quality perception. The main research aims were: The study was conducted (1) to measure the twelve dimensions of service quality and to select the ones that had affected customer satisfaction at HMM; (2) to identify the factors within HMM’s service delivery process that had impacted customer satisfaction; (3) to offer business recommendations that would lead to increased customer satisfaction and higher customer loyalty rates at HMM. This study employed the quantitative research method and an online self-developed survey to obtain data from eighty respondents. The collected data was used to conduct hypothesis testing using ‘The Statistical Package for the Social Sciences (SPSS)’.

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