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  • Sample Question Part A

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    TINGFANG
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    The survey assessed customer satisfaction levels at a government agency. The results showed that: 1) Overall satisfaction levels were highest among male customers earning over RM7,001 per month and lowest among female customers earning RM1,001-3,000 per month. 2) Customer ratings varied according to income level and gender, with higher income groups and males generally more satisfied than lower income groups and females. 3) Areas needing most improvement included staff willingness to do more and problem-solving abilities, especially for lower income customers.

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    The survey assessed customer satisfaction levels at a government agency. The results showed that: 1) Overall satisfaction levels were highest among male customers earning over RM7,001 per month and lowest among female customers earning RM1,001-3,000 per month. 2) Customer ratings varied according to income level and gender, with higher income groups and males generally more satisfied than lower income groups and females. 3) Areas needing most improvement included staff willingness to do more and problem-solving abilities, especially for lower income customers.

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    6 views2 pages

    Sample Question Part A

    Uploaded by

    TINGFANG
    The survey assessed customer satisfaction levels at a government agency. The results showed that: 1) Overall satisfaction levels were highest among male customers earning over RM7,001 per month and lowest among female customers earning RM1,001-3,000 per month. 2) Customer ratings varied according to income level and gender, with higher income groups and males generally more satisfied than lower income groups and females. 3) Areas needing most improvement included staff willingness to do more and problem-solving abilities, especially for lower income customers.

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    © All Rights Reserved
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    of 2

    Part A (50 marks)

    You are advised to spend about 30 minutes on this task.

    A survey was carried out to assess the customer satisfaction level of a government agency. Using
    information from the table and chart below, analyse and discuss the results given. In your
    answer, you are to link the information provided.

    Write in not more than 250 words.

    >RM7001
    Customers’ Monthly Income Level

    RM5001-7000

    RM3001-5000 Female
    Male

    RM1001-3000

    <RM1000

    0 10 20 30 40 50 60 70 80

    Percentage (%)

    Figure 1: Customers Overall Level of Satisfaction


    Table 1. Rating of Customers’ Level of Satisfaction

    [Rated as 5-Very satisfied; 4-Satisfied; 3-Fairly satisfied; 2-Not so satisfied; 1-Not satisfied at all]

    Rating
    item
    <RM1000 RM1001-3000 RM3001-5000 RM5001-7000 >RM7001
    M F M F M F M F M F
    1 Staff is polite towards 4 3 3 2 2 2 4 3 4 3
    customers
    2 Staff is friendly towards 3 2 3 2 2 2 3 3 4 3
    customers
    3 Staff has the ability to solve 3 3 3 2 2 2 4 3 4 3
    problems
    4 Staff is willing to do more 3 2 2 1 1 1 3 2 3 3

    5 Staff is knowledgeable about 3 3 3 3 3 3 4 3 4 4


    their job

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