The effect of demographics on customer satisfaction amongst Malaysia Hajj Pilgrims: survey result
Customer satisfaction (CS) is one of the most important criteria for business performance. Customer satisfaction contributes to the customer loyalty, which in turn helps improving performance of the organisation such as sales and profit. In order to survive in the operation and business with intense...
Saved in:
| Main Authors: | , , , , , |
|---|---|
| Format: | Article |
| Published: |
Trans Tech Publications Inc
2014
|
| Subjects: | |
| Online Access: | http://dx.doi.org/10.4028/www.scientific.net/AMM.660.1000 http://dx.doi.org/10.4028/www.scientific.net/AMM.660.1000 http://eprints.uthm.edu.my/6468/1/The_Effect_of_Demographics_on_Customer_Satisfaction_amongst.pdf |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| Summary: | Customer satisfaction (CS) is one of the most important criteria for business
performance. Customer satisfaction contributes to the customer loyalty, which in turn helps
improving performance of the organisation such as sales and profit. In order to survive in the
operation and business with intense competition between enterprises, the focus of CS is important
to ensure business excellence. This piece of work relates to a study on effect of demographic of Hajj
Pilgrims on customer satisfaction. A questionnaire was prepared and given to 500 respondents of
Malaysian Hajj Pilgrims which gave a 70.0% response rate or 350 respondents. Overall descriptive
result depicts high level of CS, showing that Malaysia Hajj Pilgrims have high satisfaction towards
Hajj services, which are being provided by Hajj Pilgrims organiser. Lembaga Tabung Haji (TH),
which manages more than 80.0% of Malaysia Hajj Pilgrims every year, has performed the excellent
performance towards CS. This study also shows that there are no significant differences in CS
amongst demographics such as gender, age, occupation, academic status except category of Hajj
Pilgrims. |
|---|