The impact of complaint management and service quality on organizational image: A case study at the Malaysian public university library

• Main Authors: Tan P.K., Mohd Suradi N.R., Saludin M.N.
• Other Authors: 55371190400
• Format: Conference paper
• Published: 2023
• Subjects: Academic library; Complaint management; Organizational image; Service quality
• Institution: Universiti Tenaga Nasional

Service failure frequently occurs. This affects customer expectations which lead to complaint. However, not all dissatisfied customers actually complain. Without customer feedback, it would be impossible for a company to know whether they needed a change for improvement. Thus, complaint management b...