Level Of Service Quality Of Sme Laboratory Services On Customer Expectation

Yeow , Liang Ming (2015) Level Of Service Quality Of Sme Laboratory Services On Customer Expectation. Masters thesis, Universiti Sains Malaysia.

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Abstract

Dalam persekitaran perniagaan kini, syarikat-syarikat perkhidmatan makmal perlu memahami dan mengukur jangkaan pelanggan berdasarkan perspektif pelanggan dalam usaha untuk mengurangkan jurang dalam kualiti perkhidmatan mereka. Objektif kajian ini adalah untuk mengkaji hubungan antara kualiti perkhidmatan makmal dan jangkaan pelanggan di Malaysia dikaitkan oleh budaya. Salah satu cabaran terbesar yang dihadapi oleh makmal komersial SME hari ini adalah keperluan untuk membangunkan model perniagaan baru yang mementingkan kepada memenuhi jangkaan pelanggan. In current business environment, laboratory service companies need to understand and measure the customer expectations based on customers’ perspective in order to reduce the gaps in their service quality. The objective of this study is to examine the relationship between lab service quality and customer expectation in Malaysia moderated by culture. One of the biggest challenges facing by SME commercial laboratory today is the need to develop new business models that stress on meeting the customer expectation.

Item Type:	Thesis (Masters)
Subjects:	H Social Sciences > HF Commerce > HF5001-6182 Business
Divisions:	Pusat Pengajian Siswazah Perniagaan (Graduate School of Business) > Thesis
Depositing User:	Mr Firdaus Mohamad
Date Deposited:	18 Aug 2016 03:16
Last Modified:	12 Apr 2019 05:25
URI:	http://eprints.usm.my/id/eprint/30371

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