Customer satisfaction and perception towards service quality: a case study of Cognis Oleochemicals in Malaysia / Mohd Hashimi Muhamad Hassim

Muhamad Hassim, Mohd Hashimi (2006) Customer satisfaction and perception towards service quality: a case study of Cognis Oleochemicals in Malaysia / Mohd Hashimi Muhamad Hassim. Student Project. Faculty of Business and Management, Bandaraya Melaka. (Unpublished)

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Abstract

This study is designed to study the customer satisfaction and their perception towards service quality offered by Cognis Oleochemicals in Malaysia. It focused on the level of satisfaction perceived by the customers in terms of product quality, packaging, handling, documents, delivery, and quantity. It is also to determine the customers' perception towards service quality and also the elements of service quality that can influence customer satisfaction. In order to achieve high standard of excellences and also customer satisfaction, it is important for Cognis Malaysia to built long-term relationship with their customer to make them loyal with the company. Cognis also need to create a competitive price for the products that is reliable with the products or service to make the customer accept the price charges and also as one way to compete with other oleochemicals company in Malaysia. The company also must ensure that they can maintain the service quality and trying to improve the services so that the customers make good perception and making them fell that it's easy and fun in doing businesses with Cognis. The finding of this study will hopefully provide further insight in identifying and understand the consumer that are manufacturing companies in Malaysia. Such information will definitely assist Cognis Malaysia in further providing and maintaining service quality as to gives positive perceptions by the customers.

Item Type: Monograph (Student Project)
Creators:
CreatorsEmail
Muhamad Hassim, Mohd HashimiUNSPECIFIED
Subjects: H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Melaka > Bandaraya Melaka Campus > Faculty of Business and Management (M)
Item ID: 21481
Uncontrolled Keywords: Customer satisfaction; Customer perception; Service quality; Product quality
Last Modified: 01 Nov 2018 09:28
Depositing User: Perpustakaan UiTM Cawangan Melaka UiTM Cawangan Melaka
URI: http://ir.uitm.edu.my/id/eprint/21481

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