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A framework for complaints and suggestions management system (CSMS) and e-CSMS

Mohamad @ Asmara, Salwana (2007) A framework for complaints and suggestions management system (CSMS) and e-CSMS. Masters thesis, Universiti Teknologi Malaysia, Faculty of Computer Science and Information System.


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Complaint is occurred when the provided services or products are unsuccessfully fulfilled the customer’s requirements and needs. Understanding the customer’s need is very important for the organization in purpose to deliver the best quality of services and products. Complaint and suggestion also closely related to quality management while sometimes, it has not been taken seriously by some organization especially in the government sector. Therefore, this project is done to derive a solution regarding to this matter by formulating CSMS (Complaint and Suggestion Management System) framework and a prototype of complaint and suggestion management online system, e-CSMS. Four case studies are done to achieve the best result of this project objective. This project is emphasized on the governmental services sector in handling complaints and suggestions whereby it is different from the private sector which is more profit centric. Hopefully, the result of this project will give a beneficial contribution for complaint and suggestion management system in order to improve the quality of services in government sector.

Item Type:Thesis (Masters)
Additional Information:Thesis (Master of Science (Information Technology - Managemet) - Universiti Teknologi Malaysia, 2007; Supervisor : Dr. Azizah bt. Abd. Rahman
Uncontrolled Keywords:quality management, government sector, private sector
Subjects:H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Q Science > QA Mathematics > QA76 Computer software
Divisions:Computer Science and Information System
ID Code:6146
Deposited By: Narimah Nawil
Deposited On:25 Aug 2008 02:30
Last Modified:14 Oct 2018 07:19

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