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Please use this identifier to cite or link to this item: http://hdl.handle.net/1812/1009

Title: Web-based system for assessing customer satisfaction among Malaysian small & medium sized enterprises in construction industry
Authors: Khojeh, Ehsan
Keywords: Web-based system
Customer satisfaction
Small and Medium Sized enterprises
Issue Date: Jan-2011
Publisher: University Malaya
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.
Description: Dissertation (M.C.S.) -- Faculty of Computer Science & Information Technology, University of Malaya, 2011.
URI: http://dspace.fsktm.um.edu.my/handle/1812/1009
Appears in Collections:Masters Dissertations: Computer Science

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File Description SizeFormat
Cover.pdfCover Page79.76 kBAdobe PDFView/Open
Refrences and Appandixes.pdfRefrences and Appandixes2.77 MBAdobe PDFView/Open
Content.pdfChapters4.08 MBAdobe PDFView/Open
Abstract-Acknowledgement-Table of Content.pdfAbstract, Table of Contents270.07 kBAdobe PDFView/Open

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