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You searched Library Catalogue - Title: © 2016.
Call Number (WOU) SP CEMBA 2016 15
Author Leong, Mei Leng
Title A study of factors affecting the customer's satisfaction after sales service support - an automotive sector perspective / Leong Mei Leng
Abstract Customer satisfaction is a marketing term frequently used to measurers how products or services supplied by a company meet or surpass customer expectation. It is a key performance indicator within business especially in a competitive marketplace. It can provide the business owners a metric or business strategy on how to improve their businesses further. It is important to maintain the customer satisfaction and turn them become loyal customers. It can gains positive word-of-mouth marketing, which is free and effective than advertising. The brand image can also be build and trusted by customer. If a customer having a good purchase experience and good after sales services, the chance for him to repurchase back from the same company is very high. From a business point of view, it is important to find new customer and even hard to retain the existing customer. The topic “A Study of Factors Affecting the Customer's Satisfaction After Sales Service Support - An Automotive Sector Perspective” is chosen to study the after sales service provided by dealers in Selangor. This project deals with how dealer in Selangor defines its customer and uses its resources in the best way to attract and satisfy their needs competitively and profitably. The customer satisfaction on vehicle after sales service is limited only till the service is provided after the sales, including sales follow up call and survey, regular service, warranty, and etc.
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, 2016
Subject Customer satisfaction -- Automative

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