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...
Saved in:
| Main Author: | |
|---|---|
| Format: | Thesis |
| Language: | en en |
| Published: |
2012
|
| Subjects: | |
| Online Access: | https://etd.uum.edu.my/2951/1/Muhammad_Nanda_Rimansyah.pdf https://etd.uum.edu.my/2951/3/Muhammad_Nanda_Rimansyah.pdf https://etd.uum.edu.my/2951/ |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1833436023791550464 |
|---|---|
| author | Rimansyah, Muhammad Nanda |
| author_facet | Rimansyah, Muhammad Nanda |
| author_sort | Rimansyah, Muhammad Nanda |
| building | UUM Library |
| collection | Institutional Repository |
| content_provider | Universiti Utara Malaysia |
| content_source | UUM Electronic Theses |
| continent | Asia |
| country | 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 |
| id | my.uum.etd-2951 |
| institution | Universiti Utara Malaysia |
| language | en en |
| publishDate | 2012 |
| record_format | eprints |
| spelling | my.uum.etd-29512016-04-27T07:16:46Z https://etd.uum.edu.my/2951/ A Requirement Model for Customer Complaint System Based on CRM: A Case of Universiti Utara Malaysia Rimansyah, Muhammad Nanda 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 NonPeerReviewed text en https://etd.uum.edu.my/2951/1/Muhammad_Nanda_Rimansyah.pdf text en https://etd.uum.edu.my/2951/3/Muhammad_Nanda_Rimansyah.pdf Rimansyah, Muhammad Nanda (2012) A Requirement Model for Customer Complaint System Based on CRM: A Case of Universiti Utara Malaysia. Masters thesis, Universiti Utara Malaysia. |
| 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 |
| title | 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_short | 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 |
| topic | HF5001-6182 Business T58.5-58.64 Information technology |
| url | https://etd.uum.edu.my/2951/1/Muhammad_Nanda_Rimansyah.pdf https://etd.uum.edu.my/2951/3/Muhammad_Nanda_Rimansyah.pdf https://etd.uum.edu.my/2951/ |
| url_provider | http://etd.uum.edu.my/ |