The quality of service standard in MASKargo claim section / Azroy Majid Abu Bakar

Abu Bakar., Azroy Majid (1996) The quality of service standard in MASKargo claim section / Azroy Majid Abu Bakar. [Student Project] (Unpublished)


MASKargo Claim Section deals in solving and handling of claims from the claimants if delayed, damaged or loss of consignment occurs. The procedure and handling of claims that are used by MASKargo Claim Section are based on the Resolutions Recommended by IATA but the implementation by them does not reach the requirements of high quality service under the guidelines of ISO 9000. Chapter 1 looks into the current situation in MASKargo Claim Section and the activities done by them. Chapter 2 explains the whole scenario on the procedure of handling claims for MASKargo Claim Section from the time a claimant lodges a claim until the case is settled. Chapter 3 discusses on the findings of the factors that affects the quality service standard in MASKargo Claim Section. While in the last chapter which is the analysis and the conclusion, discusses the result from the findings and the recommendations of how a MASKargo Claim Department (Headquarters) should be set up.


Item Type: Student Project
Email / ID Num.
Abu Bakar., Azroy Majid
Email / ID Num.
Thesis advisor
Idris, Irma
Subjects: H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
H Social Sciences > HF Commerce > Personnel management. Employment management > Performance standards
Divisions: Universiti Teknologi MARA, Shah Alam > Faculty of Business and Management
Programme: Advance Diploma in Business Administration (Transport)
Keywords: Quality, Service standard, MASKargo claim section
Date: 1996
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