Customer handling in service deviation: Malaysia Airlines (MAS) / Mohd Yusni Arop

This graduation exercise has been written to provide a clear view and the overall understanding of customer handling in service deviation. The overall objective of this research is to determine the role of service recovery in Customer Service Department, identify major causes of delays related to Cu...

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Bibliographic Details
Main Author:	Arop, Mohd Yusni
Format:	Thesis
Language:	English
Published:	1998
Subjects:	Passenger service
Online Access:	https://ir.uitm.edu.my/id/eprint/96064/1/96064.PDF
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id	my-uitm-ir.96064
record_format	uketd_dc
spelling	my-uitm-ir.960642024-06-23T17:15:13Z Customer handling in service deviation: Malaysia Airlines (MAS) / Mohd Yusni Arop 1998 Arop, Mohd Yusni Passenger service This graduation exercise has been written to provide a clear view and the overall understanding of customer handling in service deviation. The overall objective of this research is to determine the role of service recovery in Customer Service Department, identify major causes of delays related to Customer service Department and the process of decision making when there is service disruption. The current problems that will focussed in this study are the disruptions that occur in the Customer Service Department that includes minor and major causes of delays. In this research, I would also like to analyse statistics related to flights, stations and the time duration of delays. 1998 Thesis https://ir.uitm.edu.my/id/eprint/96064/ https://ir.uitm.edu.my/id/eprint/96064/1/96064.PDF text en public degree Universiti Teknologi MARA (UiTM) Faculty of Business and Management Munchak, Nas Rijal
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Munchak, Nas Rijal
topic	Passenger service
spellingShingle	Passenger service Arop, Mohd Yusni Customer handling in service deviation: Malaysia Airlines (MAS) / Mohd Yusni Arop
description	This graduation exercise has been written to provide a clear view and the overall understanding of customer handling in service deviation. The overall objective of this research is to determine the role of service recovery in Customer Service Department, identify major causes of delays related to Customer service Department and the process of decision making when there is service disruption. The current problems that will focussed in this study are the disruptions that occur in the Customer Service Department that includes minor and major causes of delays. In this research, I would also like to analyse statistics related to flights, stations and the time duration of delays.
format	Thesis
qualification_level	Bachelor degree
author	Arop, Mohd Yusni
author_facet	Arop, Mohd Yusni
author_sort	Arop, Mohd Yusni
title	Customer handling in service deviation: Malaysia Airlines (MAS) / Mohd Yusni Arop
title_short	Customer handling in service deviation: Malaysia Airlines (MAS) / Mohd Yusni Arop
title_full	Customer handling in service deviation: Malaysia Airlines (MAS) / Mohd Yusni Arop
title_fullStr	Customer handling in service deviation: Malaysia Airlines (MAS) / Mohd Yusni Arop
title_full_unstemmed	Customer handling in service deviation: Malaysia Airlines (MAS) / Mohd Yusni Arop
title_sort	customer handling in service deviation: malaysia airlines (mas) / mohd yusni arop
granting_institution	Universiti Teknologi MARA (UiTM)
granting_department	Faculty of Business and Management
publishDate	1998
url	https://ir.uitm.edu.my/id/eprint/96064/1/96064.PDF
_version_	1804889979022737408

Customer handling in service deviation: Malaysia Airlines (MAS) / Mohd Yusni Arop

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