Customer handling in service deviation: Malaysia Airlines (MAS) / Mohd Yusni Arop

Arop, Mohd Yusni (1998) Customer handling in service deviation: Malaysia Airlines (MAS) / Mohd Yusni Arop. Degree thesis, Universiti Teknologi MARA (UiTM).

Abstract

This graduation exercise has been written to provide a clear view and the overall understanding of customer handling in service deviation. The overall objective of this research is to determine the role of service recovery in Customer Service Department, identify major causes of delays related to Customer service Department and the process of decision making when there is service disruption. The current problems that will focussed in this study are the disruptions that occur in the Customer Service Department that includes minor and major causes of delays. In this research, I would also like to analyse statistics related to flights, stations and the time duration of delays.

Metadata

Item Type:	Thesis (Degree)
Creators:	Creators Email / ID Num. Arop, Mohd Yusni UNSPECIFIED
Contributors:	Contribution Name Email / ID Num. Thesis advisor Munchak, Nas Rijal UNSPECIFIED
Subjects:	H Social Sciences > HE Transportation and Communications > Air transportation. Airlines > Management of airlines > Passenger service
Divisions:	Universiti Teknologi MARA, Shah Alam > Faculty of Business and Management
Programme:	Bachelor of Business Administration
Keywords:	Service, Customer, Airlines
Date:	1998
URI:	https://ir.uitm.edu.my/id/eprint/96064