A study on factors influencing the SERVQUAL (Service Quality) in Perbadanan Putrajaya / Nurul Hamizah Jaslee

SERVQUAL has five main dimensions to measure service quality: tangibles, reliability, responsiveness, assurance, and empathy (Zeithaml et al., 1990). Customers evaluate the quality of service by determining whether there is any gap between their expectations and perceptions. This research was aimed to influence the SERVQUAL (service quality) in Perbadanan Putrajaya. The purpose of this research is to influence the SERQUAL with the five types: reliability, responsiveness, tangible, empathy and assurance. This study had designed to study on factors influencing the SERVQUAL (service quality) in Perbadanan Putrajaya. A sample of 100 respondents from customers provide the services at Perbadanan Putrajaya had been selected as respondents and the results had shows from the five main variables in which the researcher believe it may influences the service quality. Besides, the researcher had come out on the recommendations in which she believe it may enables Perbadanan Putrajaya to be influences the service quality to be customer satisfied.