Evaluating usability of nova Customer Relationship Management (CRM) system in Telekom Malaysia / Muhammad Ashraf Ahmad Fuad

Customer Relationship Management (CRM) system is becomes a required system in organizations nowadays. This CRM system can help the organization understand about the customer trend and behavior. Hence Telekom Malaysia is applying this system in order to improve the customer experience and gain trust...

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主要作者: Ahmad Fuad, Muhammad Ashraf
格式: Thesis
語言:English
出版: 2012
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在線閱讀:https://ir.uitm.edu.my/id/eprint/64266/1/64266.pdf
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spelling my-uitm-ir.642662022-09-09T02:34:33Z Evaluating usability of nova Customer Relationship Management (CRM) system in Telekom Malaysia / Muhammad Ashraf Ahmad Fuad 2012 Ahmad Fuad, Muhammad Ashraf Customer services. Customer relations Customer Relationship Management (CRM) system is becomes a required system in organizations nowadays. This CRM system can help the organization understand about the customer trend and behavior. Hence Telekom Malaysia is applying this system in order to improve the customer experience and gain trust from them. However CRM system has provide the difficulty to the user of the system with several issue such as no status update from system. Users are from customer service field which involve a lot in customer relationship. This issue is related to usability and this study is to provide the evaluation since the system is not yet evaluated. This study also has developed the usability model for evaluation that contains five factors. With the evaluation has been conducted, a recommendation provided after the issues been identify so that developers can make enhancement to the system. This will help to improve the system and enhance the Telekom Malaysia productivity in the customer service area. 2012 Thesis https://ir.uitm.edu.my/id/eprint/64266/ https://ir.uitm.edu.my/id/eprint/64266/1/64266.pdf text en public masters Universiti Teknologi MARA (UiTM) Faculty of Computer and Mathematical Sciences Janom, Norjansalika
institution Universiti Teknologi MARA
collection UiTM Institutional Repository
language English
advisor Janom, Norjansalika
topic Customer services
Customer relations
spellingShingle Customer services
Customer relations
Ahmad Fuad, Muhammad Ashraf
Evaluating usability of nova Customer Relationship Management (CRM) system in Telekom Malaysia / Muhammad Ashraf Ahmad Fuad
description Customer Relationship Management (CRM) system is becomes a required system in organizations nowadays. This CRM system can help the organization understand about the customer trend and behavior. Hence Telekom Malaysia is applying this system in order to improve the customer experience and gain trust from them. However CRM system has provide the difficulty to the user of the system with several issue such as no status update from system. Users are from customer service field which involve a lot in customer relationship. This issue is related to usability and this study is to provide the evaluation since the system is not yet evaluated. This study also has developed the usability model for evaluation that contains five factors. With the evaluation has been conducted, a recommendation provided after the issues been identify so that developers can make enhancement to the system. This will help to improve the system and enhance the Telekom Malaysia productivity in the customer service area.
format Thesis
qualification_level Master's degree
author Ahmad Fuad, Muhammad Ashraf
author_facet Ahmad Fuad, Muhammad Ashraf
author_sort Ahmad Fuad, Muhammad Ashraf
title Evaluating usability of nova Customer Relationship Management (CRM) system in Telekom Malaysia / Muhammad Ashraf Ahmad Fuad
title_short Evaluating usability of nova Customer Relationship Management (CRM) system in Telekom Malaysia / Muhammad Ashraf Ahmad Fuad
title_full Evaluating usability of nova Customer Relationship Management (CRM) system in Telekom Malaysia / Muhammad Ashraf Ahmad Fuad
title_fullStr Evaluating usability of nova Customer Relationship Management (CRM) system in Telekom Malaysia / Muhammad Ashraf Ahmad Fuad
title_full_unstemmed Evaluating usability of nova Customer Relationship Management (CRM) system in Telekom Malaysia / Muhammad Ashraf Ahmad Fuad
title_sort evaluating usability of nova customer relationship management (crm) system in telekom malaysia / muhammad ashraf ahmad fuad
granting_institution Universiti Teknologi MARA (UiTM)
granting_department Faculty of Computer and Mathematical Sciences
publishDate 2012
url https://ir.uitm.edu.my/id/eprint/64266/1/64266.pdf
_version_ 1783735429871173632