The Relationship Between Service Quality Delivery And Customer Satisfaction In Bank Islam Brunei Darussalam / By Jessica Zureen Binti Tuah.
Material type:
TextPublication details: Bandar Seri Begawan : Universiti Teknologi Brunei, ©2019. Description: 78 pages : tables, charts ; 30 cmSubject(s): -- Universiti Teknologi Brunei -- Final Year Project | Final Year Project Universiti Teknologi Brunei | Final Year Project, Academic | Banks and banking -- Customer services | Bank Islam Brunei DarussalamOther classification: UTB 120 REPORT THESIS & DISSERTATION | RTDS 239
| Item type | Current library | Call number | Copy number | Status | Notes | Date due | Barcode |
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Reports, Thesis & Dissertation Students
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Universiti Teknologi Brunei Library - at level 2 | UTB 120 REPORT THESIS & DISSERTATION, RTDS 239 (Browse shelf(Opens below)) | 1 | Not for loan | Reg. No. 002001_UTB [RTDS239] | 829296 |
Submitted in partial fulfillment of the requirements for the bachelor of business (hons) in technology management
ABSTRACT
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.
Keywords: SERVQUAL Model, Tangible, Reliability, Responsiveness, Assurance, Empathy, Customer satisfaction, Bank Islam Brunei Darussalam, Brunei.
Includes bibliographical references page 53-55
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