Title of article
Urban Transformation Centre (UTC) as One-Stop Services Centre: A study of customer satisfaction with the Kuala Lumpur UTC
Author/Authors
Abdul Jalil, Nadiah Hanani Universiti Kebangsaan Malaysia - Fakulti Sains Sosial dan Kemanusiaan, Pusat Pengajian Sosial, Pembangunan dan Persekitaran, Malaysia , Abdul Malek, Jalaluddin Universiti Kebangsaan Malaysia - Fakulti Sains Sosial dan Kemanusiaan, Pusat Pengajian Sosial, Pembangunan dan Persekitaran, Malaysia , Choy, Er Ah Universiti Kebangsaan Malaysia - Fakulti Sains Sosial dan Kemanusiaan, Pusat Pengajian Sosial, Pembangunan dan Persekitaran, Malaysia
From page
143
To page
157
Abstract
By providing a variety of services under one roof an Urban Transformation Centre (UTC) is expected to ease and solve customers’ problems. This study examines the level of customer satisfaction with the service quality of Kuala Lumpur Urban Transformation Centre (UTC) as a one-stop centre. A customer satisfaction survey was conducted using convenience sampling and involving 40 respondents selected from among those who came out from the main gate of the UTC Kuala Lumpur. Customer satisfaction was gauged with respect to counter service, customer service, facilities and support services. The results showed that overall customer satisfaction was at a good level except for some dissatisfaction due to the disruption caused by ticket touts, lack of facilities in some focal departments, and less well- maintained elevator facilities.
Keywords
customer satisfaction , customer service , reception service , service quality , support services , Urban Transformation Centre (UTC)
Journal title
Geografia Malaysian Journal of Society and Space
Journal title
Geografia Malaysian Journal of Society and Space
Record number
2556701
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