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You searched Library Catalogue - Title: Revise AS Physics
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Call Number (WOU)
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SP CEMBA 2013 20
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Author
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Chan, Foong Yi
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Title
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Customer satisfaction and retention in adult's drawing class at Malaysian Institute of Art, Kuala Lumpur / Chan Foong Yi
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Abstract
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This paper aims to study the level of customer satisfaction and customer retention in the adult’s drawing class of an education institution. The researcher believes that the higher the satisfaction of the customer, the higher the retention rate that the customer will continue the class. In view of this, the research has proposed a theoretical framework which identified three factors (learning facilities and environment, learning experience and customer service) that can influence the customer satisfaction and retention. This research uses the quantitative method by using a close-ended questionnaire that was distributed to the respondents randomly for data collection. The result showed that the level of satisfaction and retention of the customers are very high and there is a positive relationship between customer satisfaction and customer retention. The result also showed that the customer’s learning intention can influence the retention of the customer. Through the research, the area requiring improvements were identified and strategic recommendation for improvement of customer satisfaction and retention were given.
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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, 2013
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Physical Description
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90 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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Drawing -- Learning class
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Subject
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Customer satisfaction
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