Web-based system for assessing customer satisfaction among Malaysian small & medium sized enterprises in construction industry

Ehsan, Khojeh (2011) Web-based system for assessing customer satisfaction among Malaysian small & medium sized enterprises in construction industry. Masters thesis, University of Malaya.

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Abstract

Nowadays, the growth of small and medium sized enterprises (SMEs) is one of the important criteria for assessing the rate of success for each country and governments try to expand it among societies. At present, in the ongoing emphasis to be competitive and survive, organizations need to continuously improve the goods and services they provide to meet customers’ and stakeholders’ needs. Therefore, communication between the industry and the customer, gathering information about customers needs out of the world wide web (WWW) that is very time consuming, entering the information to computers and recording those in a proper and secure way, and assessing the gathered information are problems that may often lead to the manager’s failing to well understand important points of view and needs of customers and therefore may lose their reputation and position among competitor. In this research, the importance of customer satisfaction for Malaysian SMEs in construction industry, and some of factors that affect customer satisfaction at the level of industry, and the way to improve them was investigated by two different surveys with focus of Malaysian construction SMEs. In addition an Online Customer Satisfaction Assessment Tool (OCSAT) was developed as part of this research. The aim of this software is to help construction companies to evaluate the level of satisfaction of their customer in different projects. The system provides statistical information about the level of satisfaction of customer for different factors based on different projects. Furthermore, it can carry the idea and point of view of the customers to company. The system works completely dynamic and based on information that administrator insert into the system, it able to provide different satisfaction survey.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Web-based system, Customer satisfaction, Small and Medium Sized enterprises, SME
Subjects: Z Bibliography. Library Science. Information Resources > Z665 Library Science. Information Science
Depositing User: MS NOOR ZAKIRA ZULRIMI
Date Deposited: 22 Jul 2013 02:13
Last Modified: 22 Jul 2013 02:13
URI: http://repository.um.edu.my/id/eprint/595

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