THE INFLUENCE OF THE QUALITY OF RENTAL CAR SERVICE ON CUSTOMER SATISFACTION

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THE INFLUENCE OF THE QUALITY OF RENTAL CAR SERVICE ON CUSTOMER SATISFACTION
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Description:

service quality and customer satisfaction of the Inspirational Advance Resources (IAR) – a company that provide car rental services. The objective of this study are to perform a situational analysis of the company, to determine the factors that will influence customer satisfaction and to formulate a business strategy that will improve the quality of service provided by the company. There are two methods used when conducting this research which are interview, survey and also from past journals as references. Survey questionnaire was constructed with 25 service quality items covering 5 service quality dimensions based on SERVQUAL model. Data were collected from 76 past customers of IAR from August 2018

1. NURLIYANA BINTI OMARUDDIN

2. AIDA AQILAH BINTI ZULCAFLEE

3. ATIN AFIQAH BINTI MOHAMED AMRAN

4. NUR SHAZWANA IZZATI BT MOHD KAMARUZAMAN

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Md Nor Sirat (webmaster)

Submitted On:

25 Feb 2020

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