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You searched Library Catalogue - Author: Kueh, Yi Lin
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Call Number (WOU)
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SP CEMBA 2010 10
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Author
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Tan, Heng Leang
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Title
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Determinants of customer satisfaction and its implication for future improvement : a case study / Tan Heng Leang
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Abstract
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This research project is to study the factors that affect customer satisfaction in
Dynamite Auto Sdn. Bhd. The nature of the business is providing various ranges of
products and services for both passenger and commercial motor vehicles. The rationale
of the study mainly due to the competitive rivalry, 3S Centre and the threat of new
entrant in auto services industry. This research will focus on factors, such as price,
quality, technical knowhow and after-sales support in relation to customer satisfaction
for different groups of customers in Che Su branch. The significance of the study is to
develop methods and identify attributes that will increase customer satisfaction level for
future improvement of the firm. The outcome of this research is meant to benefit
Dynamite Auto in the durable consumer market place.
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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, 2010
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Physical Description
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63 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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