User intention to use of complaint management system at Telekom Research & Development / Mohd Izam Ismail

User intention to use of complaint management system at Telekom Research & Development / Mohd Izam Ismail

Complaints could bring benefits to the organizations such they may identify areas that needed improvement, provide opportunities for customer to voice their opinion on certain matters, and also provide quality service and satisfaction to the customers. In TMR&D, there are many complaints that oc...

Full description

Saved in:
Bibliographic Details
Main Author: Ismail, Mohd Izam
Format: Thesis
Language:English
Published: 2017
Online Access:https://ir.uitm.edu.my/id/eprint/64410/1/64410.PDF
Tags: Add Tag
No Tags, Be the first to tag this record!
id my-uitm-ir.64410
record_format uketd_dc
spelling my-uitm-ir.644102023-08-29T01:43:39Z User intention to use of complaint management system at Telekom Research & Development / Mohd Izam Ismail 2017 Ismail, Mohd Izam Complaints could bring benefits to the organizations such they may identify areas that needed improvement, provide opportunities for customer to voice their opinion on certain matters, and also provide quality service and satisfaction to the customers. In TMR&D, there are many complaints that occur within a day from customers and tenants. The most current practices are been used by TMR & D employees to channel any complaints are through email and phone calls. That practice has resulted of the complaint data are not recorded properly. Some of it is not fully attended. There are no follow-up services after the request has been attended and the request status has been updated. It also make the performance of the service attendant in terms of technical competencies is not evaluated and the person in charge who attend the complaint might not able to review their performance. The objectives of this study are to identify the factors that contribute to behaviour intention to use complaint management systems and to propose future recommendation for enhanced complaint management systems. The theoretical frameworks used in this study are combination of DeLone & Mclean (D&M)and Theory Acceptance model (TAM). The uses of combination of the theories are to predict the usage of system quality, information quality and service quality toward Attitude towards using and behaviour intention to use. The study need to confirm that D&M and TAM model predict successful behavioural intention to use complaint Management System at TMR&D. The study uses regression analysis to find significant factor that influence behaviour intention to use complaint management. The findings show that independent variable for information quality and service quality is significant with perceived usefulness; however, independent variable for system quality is not significant with perceived usefulness. Independent variable for system quality, information quality and service quality is significant with perceived ease of use. In addition perceived usefulness and perceived ease of use is significant with attitude towards using and it also shows that attitude towards using is significant with behavior intention to use the complaint management system 2017 Thesis https://ir.uitm.edu.my/id/eprint/64410/ https://ir.uitm.edu.my/id/eprint/64410/1/64410.PDF text en public masters Universiti Teknologi Mara (UiTM) Faculty of Computer and Mathematical Sciences Gian Singh, Jasber Kaur (Dr.)
institution Universiti Teknologi MARA
collection UiTM Institutional Repository
language English
advisor Gian Singh, Jasber Kaur (Dr.)
description Complaints could bring benefits to the organizations such they may identify areas that needed improvement, provide opportunities for customer to voice their opinion on certain matters, and also provide quality service and satisfaction to the customers. In TMR&D, there are many complaints that occur within a day from customers and tenants. The most current practices are been used by TMR & D employees to channel any complaints are through email and phone calls. That practice has resulted of the complaint data are not recorded properly. Some of it is not fully attended. There are no follow-up services after the request has been attended and the request status has been updated. It also make the performance of the service attendant in terms of technical competencies is not evaluated and the person in charge who attend the complaint might not able to review their performance. The objectives of this study are to identify the factors that contribute to behaviour intention to use complaint management systems and to propose future recommendation for enhanced complaint management systems. The theoretical frameworks used in this study are combination of DeLone & Mclean (D&M)and Theory Acceptance model (TAM). The uses of combination of the theories are to predict the usage of system quality, information quality and service quality toward Attitude towards using and behaviour intention to use. The study need to confirm that D&M and TAM model predict successful behavioural intention to use complaint Management System at TMR&D. The study uses regression analysis to find significant factor that influence behaviour intention to use complaint management. The findings show that independent variable for information quality and service quality is significant with perceived usefulness; however, independent variable for system quality is not significant with perceived usefulness. Independent variable for system quality, information quality and service quality is significant with perceived ease of use. In addition perceived usefulness and perceived ease of use is significant with attitude towards using and it also shows that attitude towards using is significant with behavior intention to use the complaint management system
format Thesis
qualification_level Master's degree
author Ismail, Mohd Izam
spellingShingle Ismail, Mohd Izam
User intention to use of complaint management system at Telekom Research & Development / Mohd Izam Ismail
author_facet Ismail, Mohd Izam
author_sort Ismail, Mohd Izam
title User intention to use of complaint management system at Telekom Research & Development / Mohd Izam Ismail
title_short User intention to use of complaint management system at Telekom Research & Development / Mohd Izam Ismail
title_full User intention to use of complaint management system at Telekom Research & Development / Mohd Izam Ismail
title_fullStr User intention to use of complaint management system at Telekom Research & Development / Mohd Izam Ismail
title_full_unstemmed User intention to use of complaint management system at Telekom Research & Development / Mohd Izam Ismail
title_sort user intention to use of complaint management system at telekom research & development / mohd izam ismail
granting_institution Universiti Teknologi Mara (UiTM)
granting_department Faculty of Computer and Mathematical Sciences
publishDate 2017
url https://ir.uitm.edu.my/id/eprint/64410/1/64410.PDF
_version_ 1783735456259637248

Similar Items