000			02857nam a2200277 4500
008			250508t2019 |||d|||g |||| 00| 0 eng d
040			_aUniversiti Teknologi Brunei _beng _cUTB
084			_aUTB 120 REPORT THESIS & DISSERTATION _aRTDS 239
100	1		_aJessica Zureen Binti Tuah, _eauthor.
245	1	0	_aThe Relationship Between Service Quality Delivery And Customer Satisfaction In Bank Islam Brunei Darussalam / _cBy Jessica Zureen Binti Tuah.
260			_aBandar Seri Begawan : _bUniversiti Teknologi Brunei, _c©2019.
300			_a78 pages : _btables, charts ; _c30 cm.
500			_aSubmitted in partial fulfillment of the requirements for the bachelor of business (hons) in technology management
500			_aABSTRACT 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.
504			_aIncludes bibliographical references page 53-55
610		4	_zUniversiti Teknologi Brunei _vFinal Year Project.
650		4	_aFinal Year Project Universiti Teknologi Brunei
650		4	_aFinal Year Project, Academic
650		4	_aBanks and banking _xCustomer services.
650		4	_aBank Islam Brunei Darussalam.
710			_aUniversiti Teknologi Brunei _bUTB School Of Business
942			_2lc _cRTDS
998			_eReports, Thesis & Dissertation _s829296 : 002001 c.1_UTB _xUniversiti Teknologi Brunei
999			_c23331 _d23331