Customer Satisfaction Level of Service Quality at Ar-Rahnu Essay

3860 Words Sep 14th, 2012 16 Pages
bi3rd INTERNATIONAL CONFERENCE ON BUSINESS AND
3021 ECONOMIC RESEARCH ( 3rd ICBER 2012 ) PROCEEDING
12 - 13 MARCH 2012. G OLDEN FLOWER HOTEL, BANDUNG, INDONESIA
ISBN: 978-967-5705-05-2. WEBSITE: www.internationalconference.com.my

CUSTOMER SATISFACTION LEVELS OF SERVICE QUALITY
AT AR-RAHNU, KELANTAN
Azizah Othman, Norashidah Hashim and
Syahrina Abdullah
College of Business ,
Universiti Utara Malaysia ,
Sintok, 06010 Kedah, Malaysia
o.azizah@uum.edu.my, norashidah@uum.edu.my,syahrina@uum.edu.my

ABSTRACT
This research was conducted to verify levels of customer satisfaction and service quality for the pawn-broking company Ar-Rahnu in Kelantan, Malaysia. Three hundred (300) respondents were selected by choosing the sample
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G OLDEN FLOWER HOTEL, BANDUNG, INDONESIA
ISBN: 978-967-5705-05-2. WEBSITE: www.internationalconference.com.my

Introduction
Many people normally say that “diamonds are a girl’s best friend”, but in reality decorative items made from gold are the really true friend of Malaysian women of any race. Gold jewelery has taken on many roles in the lives of their owners, such as showing off the outstanding style of a woman, and gives an exclusive image of a woman’s high status, as the more gold they have the richer they are. Gold is also shown as an asset held to be good, because its value is very stable, and is widely accepted by many people in terms of cash value. Decorative items made from gold can also become capital or as an item of exchange when cash is needed quickly. From this advantage, Adam’s children also have the chance to share the goodness in an emergency. This is because gold can be exchanged for money quickly, and can be redeemed after a specified time. This is where the role of the pawnbroker becomes very important. The pawnbroker’s shop came to be known in Malaysia in the early 19 th century. The conventional pawn-broking system was well known for allowing anyone and everyone to borrow money quickly. Primarily, the group of people who had little or no cash, and those people who work for themselves, found it

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