Factors Contributing To Customer Complaints In PCR (Professional Commercial Radio) Software R&D: A Case Of Motorola Solutions Penang
Customer complaints naturally reflect customer dissatisfaction. From a business perspective, customer complaints are a sign indicating the presence of problems that needs to be resolved at the soonest possible time. Uncovering what is causing the customer complaints presents an opportunity to improv...
| Main Authors: | , , |
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| Format: | Thesis |
| Language: | English |
| Published: |
2014
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| Subjects: | |
| Online Access: | http://eprints.usm.my/44476/ http://eprints.usm.my/44476/1/SHOBANA%20MENON%20N.KASAVAN.pdf |
| _version_ | 1848880070062505984 |
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| author | N.Kasavan, Shobana Menon Khew, Ying Ye K.A. Ahamed Meeran, Hamid Kareem |
| author_facet | N.Kasavan, Shobana Menon Khew, Ying Ye K.A. Ahamed Meeran, Hamid Kareem |
| author_sort | N.Kasavan, Shobana Menon |
| building | USM Institutional Repository |
| collection | Online Access |
| description | Customer complaints naturally reflect customer dissatisfaction. From a business perspective, customer complaints are a sign indicating the presence of problems that needs to be resolved at the soonest possible time. Uncovering what is causing the customer complaints presents an opportunity to improve a firm’s business growth. Motorola Solutions primarily receive three types of complaints from customers: [1] feature functioning but not fulfilling customer’s expectation, [2] feature malfunction and [3] long cycle time to fix issues. In order to root-cause the underlying factors that causes customer complaints,the SVP Framework was adopted as the research methodology. |
| first_indexed | 2025-11-15T17:57:16Z |
| format | Thesis |
| id | usm-44476 |
| institution | Universiti Sains Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T17:57:16Z |
| publishDate | 2014 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | usm-444762019-05-31T01:28:22Z http://eprints.usm.my/44476/ Factors Contributing To Customer Complaints In PCR (Professional Commercial Radio) Software R&D: A Case Of Motorola Solutions Penang N.Kasavan, Shobana Menon Khew, Ying Ye K.A. Ahamed Meeran, Hamid Kareem HF5001-6182 Business Customer complaints naturally reflect customer dissatisfaction. From a business perspective, customer complaints are a sign indicating the presence of problems that needs to be resolved at the soonest possible time. Uncovering what is causing the customer complaints presents an opportunity to improve a firm’s business growth. Motorola Solutions primarily receive three types of complaints from customers: [1] feature functioning but not fulfilling customer’s expectation, [2] feature malfunction and [3] long cycle time to fix issues. In order to root-cause the underlying factors that causes customer complaints,the SVP Framework was adopted as the research methodology. 2014 Thesis NonPeerReviewed application/pdf en http://eprints.usm.my/44476/1/SHOBANA%20MENON%20N.KASAVAN.pdf N.Kasavan, Shobana Menon and Khew, Ying Ye and K.A. Ahamed Meeran, Hamid Kareem (2014) Factors Contributing To Customer Complaints In PCR (Professional Commercial Radio) Software R&D: A Case Of Motorola Solutions Penang. Masters thesis, Universiti Sains Malaysia. |
| spellingShingle | HF5001-6182 Business N.Kasavan, Shobana Menon Khew, Ying Ye K.A. Ahamed Meeran, Hamid Kareem Factors Contributing To Customer Complaints In PCR (Professional Commercial Radio) Software R&D: A Case Of Motorola Solutions Penang |
| title | Factors Contributing To Customer Complaints In PCR (Professional Commercial Radio) Software R&D: A Case Of Motorola Solutions Penang |
| title_full | Factors Contributing To Customer Complaints In PCR (Professional Commercial Radio) Software R&D: A Case Of Motorola Solutions Penang |
| title_fullStr | Factors Contributing To Customer Complaints In PCR (Professional Commercial Radio) Software R&D: A Case Of Motorola Solutions Penang |
| title_full_unstemmed | Factors Contributing To Customer Complaints In PCR (Professional Commercial Radio) Software R&D: A Case Of Motorola Solutions Penang |
| title_short | Factors Contributing To Customer Complaints In PCR (Professional Commercial Radio) Software R&D: A Case Of Motorola Solutions Penang |
| title_sort | factors contributing to customer complaints in pcr (professional commercial radio) software r&d: a case of motorola solutions penang |
| topic | HF5001-6182 Business |
| url | http://eprints.usm.my/44476/ http://eprints.usm.my/44476/1/SHOBANA%20MENON%20N.KASAVAN.pdf |