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You searched Library Catalogue - Title: Study skills in English audio cassette / Michael J.Wallace
Call Number (WOU) SP CEMBA 2013 20
Author Chan, Foong Yi
Title Customer satisfaction and retention in adult's drawing class at Malaysian Institute of Art, Kuala Lumpur / Chan Foong Yi
Abstract This paper aims to study the level of customer satisfaction and customer retention in the adult’s drawing class of an education institution. The researcher believes that the higher the satisfaction of the customer, the higher the retention rate that the customer will continue the class. In view of this, the research has proposed a theoretical framework which identified three factors (learning facilities and environment, learning experience and customer service) that can influence the customer satisfaction and retention. This research uses the quantitative method by using a close-ended questionnaire that was distributed to the respondents randomly for data collection. The result showed that the level of satisfaction and retention of the customers are very high and there is a positive relationship between customer satisfaction and customer retention. The result also showed that the customer’s learning intention can influence the retention of the customer. Through the research, the area requiring improvements were identified and strategic recommendation for improvement of customer satisfaction and retention were given.
Notes Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA)
Publisher/Year Penang : School of Business and Administration, Wawasan Open University, 2013
Physical Description 90 p.; 30 cm.
Subject Wawasan Open University -- Dissertations
Subject Drawing -- Learning class
Subject Customer satisfaction

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