Determining the factors that influenced customer's complaint: a case study at PERNEC Technologies Sdn. Bhd. / Nik Shila Azwin Nek Ahmad Kamal

• Main Author: Nek Ahmad Kamal, Nik Shila Azwin
• Format: Student Project
• Language: English
• Published: Faculty of Business and Management 2006
• Subjects: Customer services. Customer relations; Consumer complaints. Complaint letters
• Online Access: http://ir.uitm.edu.my/id/eprint/22352/1/PPb_NIK%20SHILA%20AZWIN%20NEK%20AHMAD%20KAMAL%20M%20BM%2006_5.pdf; http://ir.uitm.edu.my/id/eprint/22352/
• Institution: Universiti Teknologi Mara

It is important to understand and manage complaint behavior by the customer because it gives the organization an opportunity to retain its reputation and customer base by correcting the problem. If the organization does not respond effectively to the customer's complaint, then it is likely that...