Customers' Satisfaction on Service Quality: A Study on Intertek Bangladesh
S.M. Akterujjaman, Md. Abdur Rakib
Email: smakter2010@gmail.com, abdurrakib@buft.edu.bd
Download pdf
Abstract
At present Bangladesh is depending on ready-made garments that were started in the 1970s with few workers but now there are working almost 4.5 million workers, the majority of them are female and they are from rural areas of Bangladesh. Customer satisfaction mainly depends on the commitment of the company. The present study overlooks the customers' satisfaction with the service quality of Intertek. This study attempted to understand the customers' perceptions of different service quality dimensions while dealing with this company. The main objective of the study was to know about the customers' perception and satisfaction, reliability, responsiveness, assurance, tangibility of service quality of Intertek. The total sample size was 200 customers. The study was based on quantitative analysis through the survey method. The data were collected through a questionnaire in which a customer's responded to a series of questions based on five key dimensions- Tangibility, Reliability, Responsiveness, Assurance, and Empathy. The study concluded with some recommendations to improve the satisfaction of the customers