The main aim of this paper is to understand the relationship between service quality dimension and customer satisfaction at the National Registration Department in Kuala Selangor. The significance of this study is intended to help the National Registration Department to understand the importance of service quality in determining the customer satisfaction and to know the level of customer satisfaction towards the organization. The study was carried out at the National Registration Department and the respondents were the customers who came and use the service at the organization. Data was collected using questionnaires. The study revealed that there is a significant relationship between the five dimensions of service quality and customer satisfaction. From the study, empathy is identified as having a strong relationship with customer satisfaction and tangibility has been placed lowest. Customers also moderately satisfied with the National Registration service quality and shows there is room for improvements to be made. Other than that, the result also revealed that the customer satisfaction is not affected by the customer’s gender difference. Implication from this study, the National Registration Department can identify their weaknesses and their strengths and make improvement for better achievement and increase the level of customer satisfaction. The result shows that tangibility has been rated low in correlation with customer satisfaction, so the organization has to take action to improve their tangibility aspect of the organization physical appearance in order to improve the customer satisfaction. The other four dimensions have been rated high relationship with the customer satisfaction, so the organization needs to maintain it so to keep the customer happy and satisfied.
