Amazon: Facing low customer satisfaction in Singapore

• Main Authors: ANG, Marcus, CHEN, Yongchang
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2020
• Subjects: Online retail; Customer satisfaction; Analytics; Computer-based modelling; Regression analysis Business performance management; E-Commerce; Operations and Supply Chain Management
• Online Access: https://ink.library.smu.edu.sg/cases_coll_all/287; https://smu.sharepoint.com/sites/admin/CMP/cases/SMU-19-BATCH%20%5BPDF-Pic%5D/SMU-19-0043%20%5BAmazon%20Customer%20Satisfaction%5D/SMU-19-0043%20%5BAmazon%20Customer%20Satisfaction%5D.pdf
• Institution: Singapore Management University

This case is set in 2018. The Institute of Service Excellence (ISE) at Singapore Management University conducted surveys in Singapore to measure customer satisfaction across 20 industries comprising more than 100 companies, and released the results as Customer Satisfaction Index of Singapore (CSISG)...