MARC details
| 000 -LEADER |
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| fixed length control field |
02857nam a2200277 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
250508t2019 |||d|||g |||| 00| 0 eng d |
| 040 ## - CATALOGING SOURCE |
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| Original cataloging agency |
Universiti Teknologi Brunei |
| Language of cataloging |
eng |
| Transcribing agency |
UTB |
| 084 ## - BOOK Call Number |
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| Classification number |
UTB 120 REPORT THESIS & DISSERTATION |
| -- |
RTDS 239 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Jessica Zureen Binti Tuah, |
| Relator term |
author. |
| 245 10 - TITLE STATEMENT |
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| Title |
The Relationship Between Service Quality Delivery And Customer Satisfaction In Bank Islam Brunei Darussalam / |
| Statement of responsibility, etc. |
By Jessica Zureen Binti Tuah. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc. |
Bandar Seri Begawan : |
| Name of publisher, distributor, etc. |
Universiti Teknologi Brunei, |
| Date of publication, distribution, etc. |
©2019. |
| 300 ## - PHYSICAL DESCRIPTION |
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| Extent |
78 pages : |
| Other physical details |
tables, charts ; |
| Dimensions |
30 cm. |
| 500 ## - GENERAL NOTE |
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| General note |
Submitted in partial fulfillment of the requirements for the bachelor of business (hons) in technology management |
| 500 ## - GENERAL NOTE |
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| General note |
ABSTRACT<br/>The main purpose of this research is to determine the relationship between customers expectations and perceptions on five dimensions in SERVQUAL Model (Tangible, Reliability, Responsiveness, Assurance and Empathy) on customer satisfaction with services offered by Bank Islam Brunei Darussalam in Brunei. The primary data have been gathered through questionnaires. The questionnaire are distributed using convenience sampling technique to UTB students. Meanwhile, the secondary data are from the literature review. From the correlation and regression analysis carried out, the researcher found that, the expectancy tangible, perceive tangible, perceive reliable and perceive empathy has a positive correlation and significant to customer satisfaction. In addition, it found that the overall perceptions of BIBD service quality delivery are exceeded expectations. This mean that, currently BIBD have a better understanding in their customer needs and hence satisfy them. However, the gap between perceive tangible and expectancy tangible are lower show that BIBD need to improve on their tangible dimension to satisfy their customer. This study contribute to both theoretical and managerial implications. The researcher also put some suggestions to BIBD service provider so they able to improve their service quality delivery.<br/>Keywords: SERVQUAL Model, Tangible, Reliability, Responsiveness, Assurance, Empathy, Customer satisfaction, Bank Islam Brunei Darussalam, Brunei. |
| 504 ## - Bibliography, Etc. Note |
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| Bibliography, Etc. Note |
Includes bibliographical references page 53-55 |
| 610 #4 - SUBJECT ADDED ENTRY--CORPORATE NAME |
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| Geographic subdivision |
Universiti Teknologi Brunei |
| Form subdivision |
Final Year Project. |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Final Year Project Universiti Teknologi Brunei |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name entry element |
Final Year Project, Academic |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name entry element |
Banks and banking |
| General subdivision |
Customer services. |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name entry element |
Bank Islam Brunei Darussalam. |
| 710 ## - ADDED ENTRY--CORPORATE NAME |
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| Corporate name or jurisdiction name as entry element |
Universiti Teknologi Brunei |
| Subordinate unit |
UTB School Of Business |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
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| Source of classification or shelving scheme |
Local Classification |
| Koha item type |
Reports, Thesis & Dissertation Students |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
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| Internal field |
Reports, Thesis & Dissertation |
| CC (RLIN) |
829296 : 002001 c.1_UTB |
| Internal field |
Universiti Teknologi Brunei |
