THE RELATIONSHIP BETWEEN KEY DIMENSIONS AND RESPONSES WITH CUSTOMER SATISFACTION

The objective of this study is to assess the relationship between service quality at the Institut Latihan dan Kefahaman Islam (ILMI) and customer satisfaction. The study involves 270 respondents from the Lain-lain Pangkat (ILMI) Kor Agama Angkatan Tentera Malaysia (KAGAT) who are attending a Career Course. The questionnaire data were analyzed using SmartPLS 3.2.5 software. SERVQUAL theory, which encompasses tangible and responsiveness factors, was employed to evaluate the level of customer satisfaction. The results of the factor validation analysis indicate that the assessment scale achieved satisfactory standards of validation and reliability. Hypothesis testing using the SmartPLS path model reveals that both key factors in service quality at ILMI have a significant relationship with customer satisfaction. The study also addresses the discussion, implications, and conclusions.