A study of the hotline complaint service in Kuching City South Council with a view ot making it more effective through action research

Loh,, Elizabeth. (1998) A study of the hotline complaint service in Kuching City South Council with a view ot making it more effective through action research. Masters thesis, Universiti Malaysia Sarawak, (UNIMAS).

[img]
Preview
PDF
A study of the hotline complaint service in Kuching City South Council with a view ot making it more effective through action research (24 pages).pdf

Download (1MB) | Preview
[img] PDF (Please get the password from Digital Collection Development Unit, ext : 3932 / 3914)
A study of the hotline complaint service in Kuching City South Council with a view ot making it more effective through action research (fulltext).pdf

Download (16MB)

Abstract

This study was based on the assumptions that the current hotline service could be improved to render it more effective. It assumed that different complainants have different perception of good/excellent service and their needs and expectations may very with time. It also assumed that the effectiveness of the hotline might be influenced by the lack of service culture in the organization. The study was exploratory in nature using research. It is therefore assumed that the data collected and analyzed were valid reliable.

Item Type: Thesis (Masters)
Additional Information: Thesis (M.Sc.) -- Universiti Malaysia Sarawak, 1998.
Uncontrolled Keywords: Customer services, Consumer satisfaction, Consumer complaints, unimas, university, universiti, Borneo, Malaysia, Sarawak, Kuching, Samarahan, ipta, education, Postgraduate, research, Universiti Malaysia Sarawak
Subjects: H Social Sciences > HD Industries. Land use. Labor
Divisions: Academic Faculties, Institutes and Centres > Faculty of Cognitive Sciences and Human Development
Depositing User: Saman
Date Deposited: 19 May 2017 08:10
Last Modified: 19 May 2017 08:10
URI: http://ir.unimas.my/id/eprint/16346

Actions (For repository members only: login required)

View Item View Item