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A study on the effectiveness of the reception process at Perodua Kuching Service Center / Asmara Abdul Rahman

As a consequence oftoday’s highly competitive automobile market, customers have come to expect after sales operations of a level never before experienced. Research has confirmed the strategic benefits of quality programs and better quality is proven to contribute to greater market share and return o...

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Main Author: Abdul Rahman, Asmara
Format: Student Project
Language:English
Published: 2008
Subjects:
H Social Sciences (General)
Study and teaching. Research
Online Access:https://ir.uitm.edu.my/id/eprint/105363/1/105363.pdf
https://ir.uitm.edu.my/id/eprint/105363/
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spelling my.uitm.ir.1053632024-10-22T09:59:22Z https://ir.uitm.edu.my/id/eprint/105363/ A study on the effectiveness of the reception process at Perodua Kuching Service Center / Asmara Abdul Rahman Abdul Rahman, Asmara H Social Sciences (General) Study and teaching. Research As a consequence oftoday’s highly competitive automobile market, customers have come to expect after sales operations of a level never before experienced. Research has confirmed the strategic benefits of quality programs and better quality is proven to contribute to greater market share and return on investment (Cole, 1992; Philips et al., 1983), lower manufacturing costs; improve productivity (Garvin, 1983) and improve the area of strategic performance(Zhang, 2000). By establishing a Service Quality is a key strategy for maintaining competitive advantage and is a way of managing organizations to improve its overall effectiveness and performance towards achieving customer satisfaction. Meeting the varied customers’ needs and wants was crucial in quality determination. As service itself is intangible, employees are responsible for transforming the service into concrete offering and thus they are called the bearers of the service (Gronroos, 1978). The quality employee-customer interaction are crucial in determining favorable service encounters and creating satisfying experience for the value customers (Schneider and Bowen, 1993; Bitner et al, 1994). The adoption of a quality management should be a strategic decision of an organization. The design and implementation of an organization’s quality management system is influenced by varying needs, particular objectives, the product provided, the processes employed and the size and structure of the organization. For an organization to function effectively, it has identified and manages numerous linked activities. 2008 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/105363/1/105363.pdf A study on the effectiveness of the reception process at Perodua Kuching Service Center / Asmara Abdul Rahman. (2008) [Student Project] (Unpublished)
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic H Social Sciences (General)
Study and teaching. Research
spellingShingle H Social Sciences (General)
Study and teaching. Research
Abdul Rahman, Asmara
A study on the effectiveness of the reception process at Perodua Kuching Service Center / Asmara Abdul Rahman
description As a consequence oftoday’s highly competitive automobile market, customers have come to expect after sales operations of a level never before experienced. Research has confirmed the strategic benefits of quality programs and better quality is proven to contribute to greater market share and return on investment (Cole, 1992; Philips et al., 1983), lower manufacturing costs; improve productivity (Garvin, 1983) and improve the area of strategic performance(Zhang, 2000). By establishing a Service Quality is a key strategy for maintaining competitive advantage and is a way of managing organizations to improve its overall effectiveness and performance towards achieving customer satisfaction. Meeting the varied customers’ needs and wants was crucial in quality determination. As service itself is intangible, employees are responsible for transforming the service into concrete offering and thus they are called the bearers of the service (Gronroos, 1978). The quality employee-customer interaction are crucial in determining favorable service encounters and creating satisfying experience for the value customers (Schneider and Bowen, 1993; Bitner et al, 1994). The adoption of a quality management should be a strategic decision of an organization. The design and implementation of an organization’s quality management system is influenced by varying needs, particular objectives, the product provided, the processes employed and the size and structure of the organization. For an organization to function effectively, it has identified and manages numerous linked activities.
format Student Project
author Abdul Rahman, Asmara
author_facet Abdul Rahman, Asmara
author_sort Abdul Rahman, Asmara
title A study on the effectiveness of the reception process at Perodua Kuching Service Center / Asmara Abdul Rahman
title_short A study on the effectiveness of the reception process at Perodua Kuching Service Center / Asmara Abdul Rahman
title_full A study on the effectiveness of the reception process at Perodua Kuching Service Center / Asmara Abdul Rahman
title_fullStr A study on the effectiveness of the reception process at Perodua Kuching Service Center / Asmara Abdul Rahman
title_full_unstemmed A study on the effectiveness of the reception process at Perodua Kuching Service Center / Asmara Abdul Rahman
title_sort study on the effectiveness of the reception process at perodua kuching service center / asmara abdul rahman
publishDate 2008
url https://ir.uitm.edu.my/id/eprint/105363/1/105363.pdf
https://ir.uitm.edu.my/id/eprint/105363/
_version_ 1814058685291298816
score 13.211869

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