Factors Contributing To Customer Complaints In PCR (Professional Commercial Radio) Software R&D: A Case Of Motorola Solutions Penang

N.Kasavan, Shobana Menon and Khew, Ying Ye and K.A. Ahamed Meeran, Hamid Kareem (2014) Factors Contributing To Customer Complaints In PCR (Professional Commercial Radio) Software R&D: A Case Of Motorola Solutions Penang. Masters thesis, Universiti Sains Malaysia.

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Abstract

Customer complaints naturally reflect customer dissatisfaction. From a business perspective, customer complaints are a sign indicating the presence of problems that needs to be resolved at the soonest possible time. Uncovering what is causing the customer complaints presents an opportunity to improve a firm’s business growth. Motorola Solutions primarily receive three types of complaints from customers: [1] feature functioning but not fulfilling customer’s expectation, [2] feature malfunction and [3] long cycle time to fix issues. In order to root-cause the underlying factors that causes customer complaints,the SVP Framework was adopted as the research methodology.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HF Commerce > HF5001-6182 Business
Divisions: Pusat Pengajian Siswazah Perniagaan (Graduate School of Business) > Thesis
Depositing User: ASM Ab Shukor Mustapa
Date Deposited: 31 May 2019 01:28
Last Modified: 31 May 2019 01:28
URI: http://eprints.usm.my/id/eprint/44476

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