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The relationship between customer service and the organizational performance

Mohd Hafizul Afiq, Su' Aif (2015) The relationship between customer service and the organizational performance. Faculty of Industrial Management, Universiti Malaysia Pahang.

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Abstract

Customer Service is not something new for us. Many industries now are practically in using customer service as to make sure their company can get a good connection between them with the customers. Customer service also helps to manage good organizational performance. For this thesis, it will find the requirement of research objective, which is to identify the component In customer service and also to identify the relationship between customer service and organizational performance. Customer service will be the dependent variable that include another two factors which is in term of quality and also time. Meanwhile, the organizational performance will be the independent variable for this thesis. With this variable, it will help to shows whether quality and time under customer service has relationship or not with the organizational performance in term of process management. In thesis, it will use survey techniques as the method of data collection. Proton service Centre in Kuala Lumpur has been chosen with total population of 21 service centre. All the data that has been collected will then be analyse using SPSS Software before result can be obtained. With all the data and information that has been collected, the relationship between both variable can be come out. For the first objective, all the information can be obtained by viewing and studies based on the literature review and relate it with triple constraint of project management. Meanwhile for the second objective, hypothesis testing has been done and the result shows that in term of quality variable, there is no significant relationship towards the organizational performance. For the term of time, there is significant relationship towards organizational performance.

Item Type: Undergraduates Project Papers
Additional Information: Project Paper (Bachelor Degree in Project Management with Honors) -- Universiti Malaysia Pahang – 2015
Uncontrolled Keywords: customer service; organizational performance
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Faculty/Division: Faculty of Industrial Management
Depositing User: Ms. Nurezzatul Akmal Salleh
Date Deposited: 04 Jan 2017 02:01
Last Modified: 04 Jan 2017 02:01
URI: http://umpir.ump.edu.my/id/eprint/15924
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