The influence of service quality factors on customer satisfaction and drinking water quality in Syarikat Bekalan Air Selangor (SYABAS)

This research study develops a framework measuring the level of customer satisfaction through SERQUAL and drinking water quality at Syarikat Bekalan Air Selangor (SYABAS). The level of customer satisfaction is important for water conservation that complements existing supply and demand water management regimes. This study sets out to investigate the relationships among service quality, customer satisfaction, and corporate image to this Water industry.The study on customer satisfaction approach aims to achieve sustainability by changing how individuals think about water services and how water is provided to customers. The framework of indicators consists of qualitative descriptions of elements that should be present in SYABAS to successfully measure the level of satisfaction. These indicators fit into five themes level of customer satisfaction, customer experience, relationship among staff and customer, quality of works and the level of accountable. These indicators are also applied to evaluate the level of satisfaction of a case study (Kuala Lumpur, Petaling, Gombak and Hulu Langat) for its potential to measure the level of satisfaction towards water industry. The case study is compatible and equipped to measure and identify what does the customers feels and experienced through the quality of works provided by Syarikat Bekalan Air Selangor Sdn Bh