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You searched Library Catalogue - Title: spirit and the form essays in adult education by and in honour of Professor Harold Wiltshire / Alan Rogers (ed.)
Call Number (WOU) SP CEMBA 2011 15
Author Ang, Boon Poh
Title Study on customer satisfaction on after sale service of XYZ Pte Ltd / Ang Boon Poh
Abstract This study seeks to analyse the customer satisfaction level on after sales service of XYZ Pte Ltd. Numerous complaints have been received by the sales and marketing teams on the quality of after sales service and product quality which were unable to meet customers’ expectations and this caused XYZ Pte Ltd loss of business opportunities. As a market leader, a well-managed service within the after sales service is of paramount importance. Service providers must satisfy and even delight the customers with the value of their products and service to gain customer loyalty and repeat business. Satisfying customer is an essential element to staying in business in this modern world of global competition. Thus, the writer has conducted research over the issue and has presented the findings obtained in the study. The writer has adopted quantitative research methods in conducting the research and has conducted questionnaire section with 250 respondents of XYZ’s customers. The findings show that overall satisfaction is rated in somewhat satisfaction where customers are satisfied with branding and product quality, but dissatisfied with customer service quality. From the finding of the research, it able to provide XYZ’s management with the information they need to determine customer satisfaction level with their products and services quality. The survey information can help to identify opportunity for ongoing process improvement. The writer has made several recommendations such as implementation of customer relationship management, with hope to assist them in increasing customer satisfaction level and remain to be competitive in the industry.
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, 2011
Physical Description 119 p.; 30 cm.
Subject Wawasan Open University -- Dissertations
Subject Consumer satisfaction -- Malaysia

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