The effect of demographics on customer satisfaction amongst Malaysia Hajj Pilgrims: survey result

Ahmad@Mohamad, Md Fauzi and Arif, M. S. M. and Zakuan, Norhayati and Rahman, S. S. S. A. and Abdullah, T. A. R. and Fadzil, N. (2014) The effect of demographics on customer satisfaction amongst Malaysia Hajj Pilgrims: survey result. Applied Mechanics and Materials, 660 . pp. 1000-1004. ISSN 1662-7482


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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.

Item Type:Article
Uncontrolled Keywords:quality management; hajj pilgrims; Malaysia
Subjects:H Social Sciences > HF Commerce > HF5001-6182 Business
Divisions:Faculty of Technology Management and Business > Department of Production and Operation
ID Code:6468
Deposited By:Normajihan Abd. Rahman
Deposited On:27 Apr 2015 16:01
Last Modified:27 Apr 2015 16:01

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