Enhance the effectiveness of organizational response to public complaints in social media offence

The Malaysian Communication and Multimedia Commission (MCMC) commits to upholding the Client's Charter on complaints received and protecting consumers' interests concerning social media offences. However, due to the advancement of technology, complaints on social media offences have rapidl...

Full description

Saved in:

Bibliographic Details
Main Author:	Zulkifli, Muhammad Syafiq
Format:	Thesis
Language:	English
Published:	2021
Subjects:	H Social Sciences (General)
Online Access:	http://eprints.utm.my/id/eprint/102348/1/MuhammadSyafiqZulkifliMAHIBS2021.pdf.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-utm-ep.102348
record_format	uketd_dc
spelling	my-utm-ep.1023482023-08-21T08:14:10Z Enhance the effectiveness of organizational response to public complaints in social media offence 2021 Zulkifli, Muhammad Syafiq H Social Sciences (General) The Malaysian Communication and Multimedia Commission (MCMC) commits to upholding the Client's Charter on complaints received and protecting consumers' interests concerning social media offences. However, due to the advancement of technology, complaints on social media offences have rapidly increased, bringing challenges for the organization. Thus, this study aims to enhance the effectiveness of the organizational response to public complaints in social media cases by introducing a new process flow for the organization to provide regular updates and provides more detailed information on the progress of the complaint. The theory adopted in this research is to apply Davidow’s six (6) dimensions of effective organizational response and McKinsey 7-s model on “shared values”. The methodology used in this research is mixed-method by qualitative (online interviews) analyzed using NVivo software, and quantitative (questionnaires) analyzed using SPSS software. It is believed that the findings of this research by introducing the new process flow would enhance the effectiveness of the organizational response to the public complaint in social media cases. The theoretical implication of this research is that it could help contribute to academic research on organizational response issued by the public organization in complaint handling to ensure the consumer satisfaction. 2021 Thesis http://eprints.utm.my/id/eprint/102348/ http://eprints.utm.my/id/eprint/102348/1/MuhammadSyafiqZulkifliMAHIBS2021.pdf.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:146624 masters Universiti Teknologi Malaysia Azman Hashim International Business School
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	H Social Sciences (General)
spellingShingle	H Social Sciences (General) Zulkifli, Muhammad Syafiq Enhance the effectiveness of organizational response to public complaints in social media offence
description	The Malaysian Communication and Multimedia Commission (MCMC) commits to upholding the Client's Charter on complaints received and protecting consumers' interests concerning social media offences. However, due to the advancement of technology, complaints on social media offences have rapidly increased, bringing challenges for the organization. Thus, this study aims to enhance the effectiveness of the organizational response to public complaints in social media cases by introducing a new process flow for the organization to provide regular updates and provides more detailed information on the progress of the complaint. The theory adopted in this research is to apply Davidow’s six (6) dimensions of effective organizational response and McKinsey 7-s model on “shared values”. The methodology used in this research is mixed-method by qualitative (online interviews) analyzed using NVivo software, and quantitative (questionnaires) analyzed using SPSS software. It is believed that the findings of this research by introducing the new process flow would enhance the effectiveness of the organizational response to the public complaint in social media cases. The theoretical implication of this research is that it could help contribute to academic research on organizational response issued by the public organization in complaint handling to ensure the consumer satisfaction.
format	Thesis
qualification_level	Master's degree
author	Zulkifli, Muhammad Syafiq
author_facet	Zulkifli, Muhammad Syafiq
author_sort	Zulkifli, Muhammad Syafiq
title	Enhance the effectiveness of organizational response to public complaints in social media offence
title_short	Enhance the effectiveness of organizational response to public complaints in social media offence
title_full	Enhance the effectiveness of organizational response to public complaints in social media offence
title_fullStr	Enhance the effectiveness of organizational response to public complaints in social media offence
title_full_unstemmed	Enhance the effectiveness of organizational response to public complaints in social media offence
title_sort	enhance the effectiveness of organizational response to public complaints in social media offence
granting_institution	Universiti Teknologi Malaysia
granting_department	Azman Hashim International Business School
publishDate	2021
url	http://eprints.utm.my/id/eprint/102348/1/MuhammadSyafiqZulkifliMAHIBS2021.pdf.pdf
_version_	1776100901967101952

Enhance the effectiveness of organizational response to public complaints in social media offence

Similar Items