Factors Contributing To Customer Complaints In PCR (Professional Commercial Radio) Software R&D: A Case Of Motorola Solutions Penang

Factors Contributing To Customer Complaints In PCR (Professional Commercial Radio) Software R&D: A Case Of Motorola Solutions Penang

Customer complaints naturally reflect customer dissatisfaction. From a business perspective, customer complaints are a sign indicating the presence of problems that needs to be resolved at the soonest possible time. Uncovering what is causing the customer complaints presents an opportunity to improv...

Full description

Saved in:
Bibliographic Details
Main Authors: N.Kasavan, Shobana Menon, Khew, Ying Ye, K.A. Ahamed Meeran, Hamid Kareem
Format: Thesis
Language:English
Published: 2014
Subjects:
HF5001-6182 Business
Online Access:http://eprints.usm.my/44476/1/SHOBANA%20MENON%20N.KASAVAN.pdf
Tags: Add Tag
No Tags, Be the first to tag this record!
id my-usm-ep.44476
record_format uketd_dc
spelling my-usm-ep.444762019-05-31T01:28:22Z Factors Contributing To Customer Complaints In PCR (Professional Commercial Radio) Software R&D: A Case Of Motorola Solutions Penang 2014 N.Kasavan, Shobana Menon Khew, Ying Ye K.A. Ahamed Meeran, Hamid Kareem HF5001-6182 Business Customer complaints naturally reflect customer dissatisfaction. From a business perspective, customer complaints are a sign indicating the presence of problems that needs to be resolved at the soonest possible time. Uncovering what is causing the customer complaints presents an opportunity to improve a firm’s business growth. Motorola Solutions primarily receive three types of complaints from customers: [1] feature functioning but not fulfilling customer’s expectation, [2] feature malfunction and [3] long cycle time to fix issues. In order to root-cause the underlying factors that causes customer complaints,the SVP Framework was adopted as the research methodology. 2014 Thesis http://eprints.usm.my/44476/ http://eprints.usm.my/44476/1/SHOBANA%20MENON%20N.KASAVAN.pdf application/pdf en public masters Universiti Sains Malaysia Pusat Pengajian Siswazah Perniagaan
institution Universiti Sains Malaysia
collection USM Institutional Repository
language English
topic HF5001-6182 Business
spellingShingle HF5001-6182 Business
N.Kasavan, Shobana Menon
Khew, Ying Ye
K.A. Ahamed Meeran, Hamid Kareem
Factors Contributing To Customer Complaints In PCR (Professional Commercial Radio) Software R&D: A Case Of Motorola Solutions Penang
description Customer complaints naturally reflect customer dissatisfaction. From a business perspective, customer complaints are a sign indicating the presence of problems that needs to be resolved at the soonest possible time. Uncovering what is causing the customer complaints presents an opportunity to improve a firm’s business growth. Motorola Solutions primarily receive three types of complaints from customers: [1] feature functioning but not fulfilling customer’s expectation, [2] feature malfunction and [3] long cycle time to fix issues. In order to root-cause the underlying factors that causes customer complaints,the SVP Framework was adopted as the research methodology.
format Thesis
qualification_level Master's degree
author N.Kasavan, Shobana Menon
Khew, Ying Ye
K.A. Ahamed Meeran, Hamid Kareem
author_facet N.Kasavan, Shobana Menon
Khew, Ying Ye
K.A. Ahamed Meeran, Hamid Kareem
author_sort N.Kasavan, Shobana Menon
title Factors Contributing To Customer Complaints In PCR (Professional Commercial Radio) Software R&D: A Case Of Motorola Solutions Penang
title_short Factors Contributing To Customer Complaints In PCR (Professional Commercial Radio) Software R&D: A Case Of Motorola Solutions Penang
title_full Factors Contributing To Customer Complaints In PCR (Professional Commercial Radio) Software R&D: A Case Of Motorola Solutions Penang
title_fullStr Factors Contributing To Customer Complaints In PCR (Professional Commercial Radio) Software R&D: A Case Of Motorola Solutions Penang
title_full_unstemmed Factors Contributing To Customer Complaints In PCR (Professional Commercial Radio) Software R&D: A Case Of Motorola Solutions Penang
title_sort factors contributing to customer complaints in pcr (professional commercial radio) software r&d: a case of motorola solutions penang
granting_institution Universiti Sains Malaysia
granting_department Pusat Pengajian Siswazah Perniagaan
publishDate 2014
url http://eprints.usm.my/44476/1/SHOBANA%20MENON%20N.KASAVAN.pdf
_version_ 1747821378216656896

Similar Items