Pengukuran tahap kepuasan pelanggan dalam industri perkilangan . Kajian kes di Amcor Fibre Packging (M) Sdn Bhd Senai Johor.

Customer Satisfaction is one of the most important factors to decide the achievement of the companies whether in manufacturing industry or servicing industry, especially nowadays, the competition become tougher in the business sector. This issue causing many of the organizations starts to put more e...

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Main Author:	Ee, Khor Chen
Format:	Thesis
Published:	2004
Subjects:	HD Industries Land use Labor
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id	my-utm-ep.661
record_format	uketd_dc
spelling	my-utm-ep.6612011-01-21T05:44:02Z Pengukuran tahap kepuasan pelanggan dalam industri perkilangan . Kajian kes di Amcor Fibre Packging (M) Sdn Bhd Senai Johor. 2004 Ee, Khor Chen HD Industries. Land use. Labor Customer Satisfaction is one of the most important factors to decide the achievement of the companies whether in manufacturing industry or servicing industry, especially nowadays, the competition become tougher in the business sector. This issue causing many of the organizations starts to put more efforts and methods to enhance the customer satisfaction in order to increase the profit margin and reputation of the organization. This research carried out is to know more regarding the measurement of the customer satisfaction in terms of customer service in manufacturing industry which is Amcor Fibre Packaging (M) Sdn Bhd in Senai, Johor. The purposes of this research are to measure the customer satisfaction level within the organization in terms of customer service, relationship between respondent backgrounds which include organization sizes, period of respondent become customer and customer satisfaction and the relationship between each level of the customer satisfaction. Total of 93 respondents which also the organization existing customers are involved and questionnaires have been used in this research. All the data collected in quantitative forms were analyzed by using SPSS software version 11.0. Result of the research indicates that only the product or service dimension has achieved customer expectation. However, other dimensions such as process and support dimension, technical performance dimension, customer interaction elements dimension and emotional elements dimension were not achieved the expectation. In addition, result shows that there is the positive relationship between organization size and customer satisfaction and there is no relationship between periods of respondent become customer and customer satisfaction. Finally, a few proposals have been proposed to management and academician to solve the said problems. 2004 Thesis http://eprints.utm.my/id/eprint/661/ masters Universiti Teknologi Malaysia, FPPSM FPPSM Universiti Teknologi Malaysia
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
topic	HD Industries Land use Labor
spellingShingle	HD Industries Land use Labor Ee, Khor Chen Pengukuran tahap kepuasan pelanggan dalam industri perkilangan . Kajian kes di Amcor Fibre Packging (M) Sdn Bhd Senai Johor.
description	Customer Satisfaction is one of the most important factors to decide the achievement of the companies whether in manufacturing industry or servicing industry, especially nowadays, the competition become tougher in the business sector. This issue causing many of the organizations starts to put more efforts and methods to enhance the customer satisfaction in order to increase the profit margin and reputation of the organization. This research carried out is to know more regarding the measurement of the customer satisfaction in terms of customer service in manufacturing industry which is Amcor Fibre Packaging (M) Sdn Bhd in Senai, Johor. The purposes of this research are to measure the customer satisfaction level within the organization in terms of customer service, relationship between respondent backgrounds which include organization sizes, period of respondent become customer and customer satisfaction and the relationship between each level of the customer satisfaction. Total of 93 respondents which also the organization existing customers are involved and questionnaires have been used in this research. All the data collected in quantitative forms were analyzed by using SPSS software version 11.0. Result of the research indicates that only the product or service dimension has achieved customer expectation. However, other dimensions such as process and support dimension, technical performance dimension, customer interaction elements dimension and emotional elements dimension were not achieved the expectation. In addition, result shows that there is the positive relationship between organization size and customer satisfaction and there is no relationship between periods of respondent become customer and customer satisfaction. Finally, a few proposals have been proposed to management and academician to solve the said problems.
format	Thesis
qualification_level	Master's degree
author	Ee, Khor Chen
author_facet	Ee, Khor Chen
author_sort	Ee, Khor Chen
title	Pengukuran tahap kepuasan pelanggan dalam industri perkilangan . Kajian kes di Amcor Fibre Packging (M) Sdn Bhd Senai Johor.
title_short	Pengukuran tahap kepuasan pelanggan dalam industri perkilangan . Kajian kes di Amcor Fibre Packging (M) Sdn Bhd Senai Johor.
title_full	Pengukuran tahap kepuasan pelanggan dalam industri perkilangan . Kajian kes di Amcor Fibre Packging (M) Sdn Bhd Senai Johor.
title_fullStr	Pengukuran tahap kepuasan pelanggan dalam industri perkilangan . Kajian kes di Amcor Fibre Packging (M) Sdn Bhd Senai Johor.
title_full_unstemmed	Pengukuran tahap kepuasan pelanggan dalam industri perkilangan . Kajian kes di Amcor Fibre Packging (M) Sdn Bhd Senai Johor.
title_sort	pengukuran tahap kepuasan pelanggan dalam industri perkilangan . kajian kes di amcor fibre packging (m) sdn bhd senai johor.
granting_institution	Universiti Teknologi Malaysia, FPPSM
granting_department	FPPSM
publishDate	2004
_version_	1747814359622483968

Pengukuran tahap kepuasan pelanggan dalam industri perkilangan . Kajian kes di Amcor Fibre Packging (M) Sdn Bhd Senai Johor.

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