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Online Complaints System for TM Perlis Customers

Ramli, Nur Faizah (2007) Online Complaints System for TM Perlis Customers. Universiti Teknologi PETRONAS. (Unpublished)

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Abstract

The purpose of this report is to propose a new complaints system for TM (Telekom Malaysia) Perlis that is online complaints system for TM Perlis customer. The online complaints system is called Online Complaints System fot: TM Perlis Customers. The objective of Online Complaints System for TM Perlis Customers is to introduce TM ~ Perlis environment as well as TM' s staffs to easy, attractive and interesting business model that is online complaints system. This report is also presenting the findings of rough analysis on online complaints system based on the literature works. Thl:l fipdings can be viewed at Literature Review section. How businesses resolve customer complaining behavior effectively has been considered a "defensive marketing" strategy which diminishes customer dissatisfaction. Handling customer dissatisfaction accompanies Web customer complaint management, which might be the critical issue for online customer service solutions On overall this interim report lays out the framework of Online Complaints System for TM Perlis Customers. The first part of the report will explain on the introduction to the project, including the Background, Problem Statement and Objectives and Scope of Study. The second part of this report represents the Literature Review while mechanism on developing the project is being discuss in the third part, that's is Methodology or Project Work. The fourth section of this report discusses on the Results and Discussion and lastly, the Conclusion and Recommendation can be found on the fifth and last section. The research findings suggest that e-businesses especially TM Pedis should I) provide excellent online customer services because customer service is the most important factor in online customer satisfaction; 2) respond to customers' requests/complaints fast because the response speed is more important in online customer satisfaction than offline; and 3) employ strategies that are appropriate for the product category in question.

Item Type: Final Year Project
Academic Subject : Academic Department - Information Communication Technology
Subject: T Technology > T Technology (General)
Divisions: Sciences and Information Technology
Depositing User: Users 2053 not found.
Date Deposited: 25 Oct 2013 09:08
Last Modified: 25 Jan 2017 09:45
URI: http://utpedia.utp.edu.my/id/eprint/9851

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