A Requirement Model for Customer Complaint System Based on CRM: A Case of Universiti Utara Malaysia

A Requirement Model for Customer Complaint System Based on CRM: A Case of Universiti Utara Malaysia

Customer complaints’ play an important role in improving the services in higher institutions, and it is important to know how to handle them more efficiently in order to keep and maintain the relationships with the “customers” such as student, alumnae, staff members, faculty (college) members, and e...

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Main Author: Rimansyah, Muhammad Nanda
Format: Thesis
Language:eng
eng
Published: 2012
Subjects:
HF5001-6182 Business
T58.5-58.64 Information technology
Online Access:https://etd.uum.edu.my/2951/1/Muhammad_Nanda_Rimansyah.pdf
https://etd.uum.edu.my/2951/3/Muhammad_Nanda_Rimansyah.pdf
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id my-uum-etd.2951
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Hashim, Nor Laily
topic HF5001-6182 Business
T58.5-58.64 Information technology
spellingShingle HF5001-6182 Business
T58.5-58.64 Information technology
Rimansyah, Muhammad Nanda
A Requirement Model for Customer Complaint System Based on CRM: A Case of Universiti Utara Malaysia
description Customer complaints’ play an important role in improving the services in higher institutions, and it is important to know how to handle them more efficiently in order to keep and maintain the relationships with the “customers” such as student, alumnae, staff members, faculty (college) members, and etc. At the moment, the customer can only lodge their complaints, but their problem might not be entertained. This project is focused on deriving a requirement model of the customer complaint system for universities based on CRM perspective. A prototype is developed based on the proposed requirement model and this prototype is evaluated by using perceived usefulness and ease of use where the respondents are from Universiti Utara Malaysia (UUM) students. The feedbacks from 50 respondents about the system prototype are quite good which are showed with 5.46 grand mean for perceived usefulness factor and 5.37 grand mean for perceived ease of use factor with the scale of 7. Therefore, it can be concluded that the prototype is useful and easy to use. This requirement model is expected to facilitate the other university to develop and enhance the system for customer complaint.
format Thesis
qualification_name masters
qualification_level Master's degree
author Rimansyah, Muhammad Nanda
author_facet Rimansyah, Muhammad Nanda
author_sort Rimansyah, Muhammad Nanda
title A Requirement Model for Customer Complaint System Based on CRM: A Case of Universiti Utara Malaysia
title_short A Requirement Model for Customer Complaint System Based on CRM: A Case of Universiti Utara Malaysia
title_full A Requirement Model for Customer Complaint System Based on CRM: A Case of Universiti Utara Malaysia
title_fullStr A Requirement Model for Customer Complaint System Based on CRM: A Case of Universiti Utara Malaysia
title_full_unstemmed A Requirement Model for Customer Complaint System Based on CRM: A Case of Universiti Utara Malaysia
title_sort requirement model for customer complaint system based on crm: a case of universiti utara malaysia
granting_institution Universiti Utara Malaysia
granting_department Awang Had Salleh Graduate School of Arts & Sciences
publishDate 2012
url https://etd.uum.edu.my/2951/1/Muhammad_Nanda_Rimansyah.pdf
https://etd.uum.edu.my/2951/3/Muhammad_Nanda_Rimansyah.pdf
_version_ 1747827468809535488
spelling my-uum-etd.29512016-04-27T07:16:46Z A Requirement Model for Customer Complaint System Based on CRM: A Case of Universiti Utara Malaysia 2012 Rimansyah, Muhammad Nanda Hashim, Nor Laily Awang Had Salleh Graduate School of Arts & Sciences Awang Had Salleh Graduate School of Arts and Sciences HF5001-6182 Business T58.5-58.64 Information technology Customer complaints’ play an important role in improving the services in higher institutions, and it is important to know how to handle them more efficiently in order to keep and maintain the relationships with the “customers” such as student, alumnae, staff members, faculty (college) members, and etc. At the moment, the customer can only lodge their complaints, but their problem might not be entertained. This project is focused on deriving a requirement model of the customer complaint system for universities based on CRM perspective. A prototype is developed based on the proposed requirement model and this prototype is evaluated by using perceived usefulness and ease of use where the respondents are from Universiti Utara Malaysia (UUM) students. The feedbacks from 50 respondents about the system prototype are quite good which are showed with 5.46 grand mean for perceived usefulness factor and 5.37 grand mean for perceived ease of use factor with the scale of 7. Therefore, it can be concluded that the prototype is useful and easy to use. This requirement model is expected to facilitate the other university to develop and enhance the system for customer complaint. 2012 Thesis https://etd.uum.edu.my/2951/ https://etd.uum.edu.my/2951/1/Muhammad_Nanda_Rimansyah.pdf text eng validuser https://etd.uum.edu.my/2951/3/Muhammad_Nanda_Rimansyah.pdf text eng public masters masters Universiti Utara Malaysia Abdullah, A., Saleem, F., & Ullah. Z.v(2009). Efficient Implementation of Data Mining: Improve Customer’s Behaviour. 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