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ACKNOWLEDGEMENT

First of all, we would like to express our gratitude to Allah S.W.T for HIS blessings upon our life, health, capabilities and courage in completing this research within the stipulated time. It would have been impossible for us to complete this research report. Completing this report was indeed very challenging and difficult.

Thank to God, with the help from others we managed to complete this final year project.

Endless thanks to our supervisor, Ms Ibiana for her guidance and support in helping us completed this research. Without her proper guidance, we might have difficulties in completing this research. Her guidance, well supervision and motivated comments are valuable for us to successfully complete this research.

Very special thanks and appreciation to Madam Dayang Siti Saufidah for helping with advices and useful guidance in ensuring that our research is in good progress by applied reasonable methods in our research analysis.

Last but not least, we also like to dedicate our appreciation to our family and friends in supporting and encouraging us to perform excellently in completing this research report.

Noraidah Bte Takedir Ather Mausi

Bachelor of Administrative Science (Honours) Faculty of Administrative Science & Policy Studies Uni versiti Teknologi MARA, Sahah

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ABSTRACT

The awareness of consumer towards the existence of Tribunal for Consumer Claim (Consumer Tribunal) in Malaysia especially Sabah is still in the lowest level. Due to this, the study determines the level of urban dwellers awareness towards Consumer Tribunal in Kota Kinabalu as well as to analyze the factors associated with the urban dwellers awareness towards the Consumer Tribunal. A total of 200 questionnaires were self distributed to consumer within the area of Kota Kinabalu city centre. In the questionnaires, the respondents were asked about their profiles, and assessment question of awareness involving Consumer Knowledge, Role of Mass Media, Government Involvement and Consumer Culture. Surprisingly, the level of urban dwellers awareness of Consumer tribunal is in moderate level. The study also shows the factors associated with the level of awareness.

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CONTENTS

Chapter I : Introduction

1.0 Background of the Study 1 1.1 Problem Statement 3 1.2 Objectives of the Study 5 1.3 Scope of the Study 5 1.4 Significance of the Study 6 1.5 Definition of Terms and Concepts 7

Chapter II: Literature Review

2.0 Introduction 9 2.1 Consumer Tribunal 9

2.2 Consumer Awareness 11 2.3 Factors associated with Consumer Awareness 14

2.3.1 Government Involvement 14 2.3.2 Role of Mass Media 15 2.3.3 Consumer Culture 17 2.3.4 Consumer Knowledge 19 2.4 Conceptual Framework 21 Chapter III: Research Methodology

3.0 Introduction 22 3.1 Research Design 22 3.2 Unit of Analysis 23 3.3 Sample Size 23 3.4 Sampling Technique 24

3.5 Instrument and Measurement 25

3.6 Data Analysis 26 Chapter IV: Findings and Discussion

4.1 Findings 27 4.2 Discussion 36

4.2.1 The awareness level of consumer towards Consumer Tribunal 36 4.3 The Factors associated with consumer awareness of Consumer Tribunal 38

Chapter V: Conclusion and Recommendation

5.0 Conclusion 44 5.1 Recommendation 47 5.2 Limitation 49

References 50 Appendixes 52

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LIST OF TABLES Table 44.1 Profile of the respondents

Table 4.1.2 Consumer Knowledge fable 4.1.3 Role of Mass Media fable 4.1.4 Government Involvement Table 4.1.5 Consumer Culture

Table 4.1.6 Consumer Tribunal

Table 4.1.7 Consumer Tribunal (Awareness) Score Level and Mean

fable 4.1.8 Correlation Matrix of the level of Awareness towards change with other variable

Referensi

Unduh sekarang ( PDF - 5 Halaman - 648.89 KB )

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