The descriptive study on the effectiveness of complaint handling in retaining customers in company X

Laksaputra, Della (2016) The descriptive study on the effectiveness of complaint handling in retaining customers in company X. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Complaint handling is the essential part of a company to have. It acts as a corrective action for customers if they feel disappointed if the product or service didn’t meet their expectation. It will need to be as effective as it can to prevent disappointed customers to leave and switch to competitors. Some of the important aspects of effective complaint handling are responsiveness, accessibility, and high visibility. Company X is a market leader in its industry. It is important for a high rank company like Company X to have effective complaint handling. However, although their complaint handling is already advanced and effective in most of the aspects, there is still problem in here and there. The main problem of their complaint handling is the speed of complaint handling process or duration. It causes post-complaint handling dissatisfaction. To overcome with this weakness, Company X should have improvement in its internal coordination to make the process faster. They also have to be more visible to customers related to its complaint handling. For example provide FAQ in company website or detail about the procedure of complaint handling. The ineffectiveness may not impact directly to customer retention in the short-term as their complaint handling is already effective. But if it is continues for a long time, it may harm company’s image.

Item Type:	Thesis (Undergraduate)
Department:	["eprint_fieldopt_department_Faculty of Business" not defined]
Uncontrolled Keywords:	Complaint Handling, Customer Retention
Subjects:	Business > Management
Divisions:	Faculty of Business > International Business Management Undergraduate Study Program
Depositing User:	Users 3027 not found.
Date Deposited:	13 Jul 2016 04:19
Last Modified:	21 Jul 2016 07:45
URI:	http://repository.ukwms.ac.id/id/eprint/6980

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