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You searched Library Catalogue - Title: study on the implementation of an effective performance appraisal system in an organization – an electronic manufacturing perspective / Chan Kai Ming.
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Call Number (WOU)
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SP CEMBA 2011 15
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Author
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Ang, Boon Poh
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Title
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Study on customer satisfaction on after sale service of XYZ Pte Ltd / Ang Boon Poh
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Abstract
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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.
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Notes
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Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA)
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Publisher/Year
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Penang : School of Business and Administration, Wawasan Open University, 2011
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Physical Description
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119 p.; 30 cm.
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Subject
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Wawasan Open University -- Dissertations
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Subject
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Consumer satisfaction -- Malaysia
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