Enhancing customer experience in information space through perception management strategy / Wan Abdul Hadi Wan Salleh

The scattered of information had give an industry difficulty to measures identify and resolve customer experience management issues. This study aims to assess the fundamental of customer perception management. Then customer perception management model will be examined in service industry particularl...

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Main Author:	Wan Salleh, Wan Abdul Hadi
Format:	Thesis
Language:	English
Published:	2012
Subjects:	Consumer behavior Consumers' preferences Consumer research Including consumer profiling Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/63804/1/63804.pdf
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id	my-uitm-ir.63804
record_format	uketd_dc
spelling	my-uitm-ir.638042022-08-05T06:34:23Z Enhancing customer experience in information space through perception management strategy / Wan Abdul Hadi Wan Salleh 2012-07 Wan Salleh, Wan Abdul Hadi Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Research. Information retrieval. Information behavior. Information literacy The scattered of information had give an industry difficulty to measures identify and resolve customer experience management issues. This study aims to assess the fundamental of customer perception management. Then customer perception management model will be examined in service industry particularly airlines. Interviews were conducted with customers and key business area personnel which currently having direct interaction with customer. At the same time, focus group has been conducted to obtain secondary data. Adapted from Five (5) Forces Competitive Model, the analysis has been performed to validate and assess the challenges in customer experience management. Using Case Study Research Method at Malaysia Airlines, a Customer Perception Strategy (CPS) is developed to evaluate disparate customer data, residing across many systems, builds experience profiles and suggests appropriate contextual actions where experience is poor. The strategy provides value in identifying issues, understanding them in the context of the overall Customer Experience and dealing with them appropriately. In this light, the research describes a strategic approach to the use of Information Systems as a means of improving Customer Experience. 2012-07 Thesis https://ir.uitm.edu.my/id/eprint/63804/ https://ir.uitm.edu.my/id/eprint/63804/1/63804.pdf text en public masters Universiti Teknologi MARA Faculty of Computer and Mathematical Sciences Nordin, Ariza (Dr.)
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Nordin, Ariza (Dr.)
topic	Consumer behavior Consumers' preferences Consumer research Including consumer profiling Consumer satisfaction Consumer behavior Consumers' preferences Consumer research Including consumer profiling
spellingShingle	Consumer behavior Consumers' preferences Consumer research Including consumer profiling Consumer satisfaction Consumer behavior Consumers' preferences Consumer research Including consumer profiling Wan Salleh, Wan Abdul Hadi Enhancing customer experience in information space through perception management strategy / Wan Abdul Hadi Wan Salleh
description	The scattered of information had give an industry difficulty to measures identify and resolve customer experience management issues. This study aims to assess the fundamental of customer perception management. Then customer perception management model will be examined in service industry particularly airlines. Interviews were conducted with customers and key business area personnel which currently having direct interaction with customer. At the same time, focus group has been conducted to obtain secondary data. Adapted from Five (5) Forces Competitive Model, the analysis has been performed to validate and assess the challenges in customer experience management. Using Case Study Research Method at Malaysia Airlines, a Customer Perception Strategy (CPS) is developed to evaluate disparate customer data, residing across many systems, builds experience profiles and suggests appropriate contextual actions where experience is poor. The strategy provides value in identifying issues, understanding them in the context of the overall Customer Experience and dealing with them appropriately. In this light, the research describes a strategic approach to the use of Information Systems as a means of improving Customer Experience.
format	Thesis
qualification_level	Master's degree
author	Wan Salleh, Wan Abdul Hadi
author_facet	Wan Salleh, Wan Abdul Hadi
author_sort	Wan Salleh, Wan Abdul Hadi
title	Enhancing customer experience in information space through perception management strategy / Wan Abdul Hadi Wan Salleh
title_short	Enhancing customer experience in information space through perception management strategy / Wan Abdul Hadi Wan Salleh
title_full	Enhancing customer experience in information space through perception management strategy / Wan Abdul Hadi Wan Salleh
title_fullStr	Enhancing customer experience in information space through perception management strategy / Wan Abdul Hadi Wan Salleh
title_full_unstemmed	Enhancing customer experience in information space through perception management strategy / Wan Abdul Hadi Wan Salleh
title_sort	enhancing customer experience in information space through perception management strategy / wan abdul hadi wan salleh
granting_institution	Universiti Teknologi MARA
granting_department	Faculty of Computer and Mathematical Sciences
publishDate	2012
url	https://ir.uitm.edu.my/id/eprint/63804/1/63804.pdf
_version_	1783735349731655680

Enhancing customer experience in information space through perception management strategy / Wan Abdul Hadi Wan Salleh

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