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You searched Library Catalogue - Publisher: NcGraw-Hill,
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Call Number (WOU)
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SP CEMBA 2015 14
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Author
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Gan, Chee Hong
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Title
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Empirical study of determinant factors affecting internal customer satisfaction in a MNC Company in Malaysia / Gan Chee Hong
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Abstract
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The research study for this project paper aimed to study whether or not there is correlation and influence of key service dimensions (Reliability, Responsiveness, Tangibility, Empathy and Competency) on internal customer satisfaction. The study target upon five business units in the organization (Drive and Motor i.e. DM, Low Power i.e. LP, Power Automation i.e. PA, Power Protection i.e. PP and Power System i.e. PS), of which the Transport and Logistic department rendered the internal logistic service. The results and analysis from this study will help the company and the Transport and Logistic department in particular to understand what are the service dimension that are important that affecting the internal satisfaction, so that improvement actions/activities can be formulate and carried out to increase the satisfaction level. Some relevant literatures been reviewed, based on these past research available, a theoretical framework is proposed with five key service dimensions (as mentioned above) was proposed for research into their relationship and influence on internal customer satisfaction. To validate the theory several hypotheses was constructed and tested on the data collected with statistical analysis tool i.e. SPSS, the analysis results and findings has shown positive correlation of all the five dimension with internal customer satisfaction, as well as positive correlation among them. Finally the hypotheses was summarized with conclude that all the five service dimension have direct effect influencing or affecting internal customer satisfaction. With the findings, the manager are now able to formulate action plans to improve the key important area of service dimension such as Reliability, Competency as well as Tangibility.
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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, 2015.
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Subject
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Customer satisfaction -- Malaysia.
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Subject
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Logistics.
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