Proposal Quality Management

8/12/2019 Proposal Quality Management

1/32


2/32

FACTORS THAT INFLUENCE CUSTOMER SATISFACTION OF SERVICES CASE OF KEMENTERIAN PERDAGANGAN DALAM

NEGERI, KOPERASI DAN KEPENGGUNAAN (KPDNKK) KOTA BHARU

2

To managing and measuring customer satisfaction it takes continuous effort to maintain

high customer satisfaction levels. Kevin Cacioppo (2000), measuring customer satisfaction is

a relatively new concept to many companies that have been focused exclusively on income

statements and balance sheets. Companies now recognize that the new global economy has

changed things forever. Increased competition, crowded markets with little product

differentiation and years of continual sales growth followed by two decades of flattened sales

curves have indicated to today's sharp competitors that their focus must change.


3/32



3

1.1.1 Background of CompanyKementerian Perdagangan dalam Negeri, Koperasi dan Kepenggunaan (KPDNKK) was

established on 27 October 1990, with the aim towards encouraging ethical trade practices

and to protect consumer interest. The role and functions of the Ministry have been

expanded in 2009 to include the franchise and cooperative sectors.

1.1.1 VisionThe vision of KPDNKK is a leader in the development of domestic trade, co-operatives

and consumerism

1.1.2 Corporate Mission StatementThe missions are to provide a conducive business environment for the development of

domestic trade and to steer the nation towards a more consumer conscious and

empowered society. Other missions like to develop competitive, progressive and resilient

co-operatives and also to foster creativity and innovation through an effective IPR engine

1.1.4 Objective

The main objective of the establishment of the Ministry is to promote and encourage the

development of domestic trade that is competitive and ethical while protecting the

interests of consumers at large. Other objectives of KPDNKK are to enforce and protect

intellectual property rights and to enforce and eradicate exploitation in subsidized goods.

Then, the objective to enforce trade laws for consumer protection and also to enforce and

monitor the supply and price of essential goods.


4/32



4

1.2PROBLEM STATEMENTThe agencies do not have enough knowledge on the level of customer satisfaction regarding

the service that provided by their staff when the customer come to make their complaint.

Therefore the study will attend to examine whether friendly atmosphere and speed of

feedback have any impact on customer satisfaction. There are several factors that contribute

customer satisfaction like friendly atmosphere, personal attention, and speed of feedback and

also complete form. So, the organization can know what the factor that can influence

customer satisfaction and how to improve customer satisfaction. However, this study will

only consider friendly atmosphere and speed of feedback.

Friendly atmosphere is a feeling or mood that has in a particular place or situation, and a

feeling between two people or in a group of people .It also defines the air in a room or in a

confined space whether is comfortable or not. If the organization did not have the friendly

atmosphere for customer, so the customer not satisfy or not comfortable for make any

complaint regarding the situation

The speed of feedback means how the employee handles the problem or any situation like

the customer want to renew their business license or they want make a redress regarding they

purchase any product. If the procedure is a quick, so the customer will happy and satisfy in

the organization. The speed of feedback also like the time for waiting for serves, whether

their speed of feedback from employees are slow, or quickly.


5/32



5

1.3OBJECTIVE OF STUDYNormally, the research study should have objective first. It seems like an important compass

for researcher in guiding to achieve the purpose of doing the research. The objective should

be specific, measurable and realistic. Here are several objectives that uses by the researcher

to measure the factors that influence customer satisfaction of services case of Kementerian

Perdagangan Dalam Negeri, Koperasi dan Kepenggunaan (KPDNKK) in Kota Bharu area.

1. To examine the weather friendly atmosphere influence customer satisfaction2. To examine the weather speed of feedbackinfluence customer satisfaction


6/32



6

1.4RESEARCH QUESTIONAccording to Malhotra (1999), research question are refining statements of the specific

components of the problem. In this study, the researcher has come out with two research

question to answer the objective of study. The research questions are following:

1.4.1 Research Question 1

To what extent friendly atmosphere influence the customer satisfaction?

1.4.2 Research Question 2

To what extent speed of feedback influence the customer satisfaction?


7/32



7

1.5THEORITICAL FRAMEWORKThe research was conducted to study the relationship between the independent and

dependent variables. The focus is on the dependent variable that is customer satisfaction as

the factor that influences customer satisfaction of services provided by KPDNKK. The

factors that cause customer satisfaction are friendly environment and speed of feedback.

Each of the components is selected based on the literature review and the research of other

models. This variable is interrelated to each other and is elaborated below.

1.6.1 Dependent variable

This variable changes depending on the related factor for certain things. It will be affected

by any changes on other factors, which are independent variable. In this study, customer

satisfaction is the dependent variable and other factors that influence customer satisfaction

of services provided by KPDNKK are friendly atmosphere and speed of feedback.

1.6.2 Independent variable

According to Uma Sekaran (2003), independent variable is one that influences the

dependent variables in either a positive or a negative way. That is, when the independent

variable is present, the dependent variable is also present, and with each unit of increase in

the independent variable, there is an increase or decrease in the dependent variable also. In

another word, the variance in the dependent variable is accounted for by the independent

variable. The independent variables in this study included friendly atmosphere and speed of

feedback.


8/32



8

Theoretical Framework

Figure 1: Relationship between dependent variable and independent variable.

Customer Satisfaction is a degree of satisfaction that provided by goods and services of a

firm as measured by the number of repeat customer. Satisfaction itself also can refer the

number of different facts of the relationship by customer like satisfaction about quality of a

particular product or services and satisfaction with ongoing business relationship itself.

Friendly atmosphere is showing kindly interest and goodwill or serving a beneficial that

helpful purpose

Speed of feedback is a response to an inquiry or experiment and also the process in which

part of the output of a system is returned to its input in order to regulate its further output

The dependent variable using a Kano Model while independent variable using a Peters-

Moore-Holmberg theory that will be discussed on chapter two.

Friendly Atmosphere

Speed of feedback

Customer satisfaction


9/32



9

1.6RESEARCH HYPOTHESESHypotheses 1

Ho : There is apositive relationship between friendly atmospheres with customer satisfaction

Ha : There is nopositive relationship friendly atmospheres and customer satisfaction

Hypotheses 2

Ho : There is apositive relationship between Speeds of feedback with customer satisfaction

Ha : There is nopositive relationship Speeds of feedback and customer satisfaction


10/32



10

1.7SIGNIFICANCE OF STUDY1.7.1 To the researcher

This researcher is mostly significant to the researcher. The researcher can apply the

theory that is learned at classroom into practical manner. The researcher will also

exposed with firsthand experience in carrying out research to meet both academic and

industry requirements that contribution the academician.

1.7.2 To the organizationThe study also important to the organization like KPDNKK, Kelantan because the

findings of research will play a vital role in making this service management and the

organization also can also get the opportunity for improvement in making successful

management. Other than that, the organization can know the extent the level of customer

satisfaction of services provided by them.

1.7.3 To the customerThrough the questionnaire contributed, the customers can express their feelings, ideas

and comments on the subject matter. These in whole would benefit KPDNKK, Kelantan

in the long term understanding and the need and expectation of their customer


11/32



11

1.7.4 To policy maker or governmentThe government can make the new policy in order to guide the organization that can

develop or establish their policy for increase the services provided by KPDNKK.


12/32



12

1.8SCOPE AND LIMITATIONScope

This section describes the overall context of the research areas. The aim of this study is

to know the factors that influence factors that influence customer satisfaction of services

case of KPDNKK. The factors included friendly atmosphere and speed of feedback. The

unit of analysis is individual and the respondents covered are the customer area Kota

Bharu.

Limitation

1.8.1 Time constraints

Four month to do this research is not really enough, but the data has been obtained and

the results are sufficient. In addition, the researcher had to go for practical training while

doing the research. To overcome this problem the researcher had managed and used time

precisely to gain as much information as possible.

1.8.2 Poor feedbackThe respondent not totally gives the good feedback because they not give the cooperation

during to distribute the questionnaire. So, it difficult to researcher for collects the actual

data. Some respondent did not answer the question sincerely. Some were rush, thus the

simply answered the question without revealing the true information. Other than that, the


13/32



13

sample is small because the customer did not really know about services that provided by

KPDNKK.

1.9.2 BudgetingIn term of budgeting, the researcher also has the lack of budgeting because the researcher

cannot get the allowance to back up all the expenses.

1.9.3 Lack of experienceThis is the first time the researcher conducted a research. The researcher faced some

difficulties in analyzing the data and using SPSS to come up with result findings

1.10SUMMARY AND CONCLUSIONIn this chapter, the researcher discusses about the background of the study, problem

statement, objectives, hypotheses, scope of study, significance of study and the limitations

faced by the researcher while conducting this research.


14/32



14

1.11DEFINITION OF TERMSKPDNKK: Kementerian Perdagangan Dalam Negeri, Koperasi dan Kepenggunaan that

provided service like supervision of domestic trade, supervising the price items of

necessities, licensing and controlling the manufacturing and sales such time and

manage the consumer protection.

Customer Satisfaction: Degree of satisfaction that provided by goods and services of a firm as

measured by the number of repeat customer. Satisfaction itself also can refer the

number of different facts of the relationship by customer like satisfaction about

quality of a particular product or services and satisfaction with ongoing business

relationship itself

Friendly atmosphere: Showing kindly interest and goodwill or serving a beneficial that helpful

purpose

Speed of feedback: A response to an inquiry or experiment and also the process in which part of

the output of a system is returned to its input in order to regulate its further output


15/32



15

CHAPTER 2:

LITERATURE REVIEW

2.1 Customer Satisfaction

Customer satisfaction is defined as an "evaluation of the perceived discrepancy between

prior expectations and the actual performance of the product" (Tse and Wilton, 1988, Oliver

1999). Satisfaction of customers with products and services of a company is considered as most

important factor leading toward competitiveness and success (Hennig-Thurau and Klee, 1997).

Customer satisfaction is actually how customer evaluates the ongoing performance (Gustafsson,

Johnson and Roos, 2005). According to Kim, Park and Jeong (2004) customer satisfaction is

customers reaction to the state of satisfaction, and customers judgment of satisfaction level.

Customer satisfaction is very important in todays business world as according to Deng et al.,

(2009) the ability of a service provider to create high degree of satisfaction is crucial for product

differentiation and developing strong relationship with customers.

The Kano et al. (1996) model of customer satisfaction classifies product attributes based

on how they are perceived by customers and their effect on customer satisfaction (Kano, Seraku

et al. 1996). According to the model, there are three types of product attributes that fulfil

customer satisfaction to a different degree: 1) basic or expected attributes, 2) performance or

spoken attributes, and 3) surprise and delight attributes.


16/32



16

A competitive product meets basic expected attributes, maximizes performances attributes, and

includes as many excitement attributes as financially feasible. In the model, the customer

strives to move away from having unfulfilled requirements and being dissatisfied.

Figure 2: Kanos Model


17/32



17

The performance or spoken attributes (the central line of the model) are those expressed by

customers when asked what they want from the product or services. Depending on the level of

their fulfillment by a product or a service these requirements can satisfy or dissatisfy consumers.

The basic or expected attributes (lower curve in the model) are basic attributes, which customers

take for granted and they are so obvious that they are not worth mentioning. While the presence

of these attributes is not taken into account, their absence is very dissatisfying .The surprise and

delight attributes (upper curve in the model) lay beyond customers expectations. If they are

present they excite the customer, but their absence does not dissatisfy, as customers do not

expect them. A successful combination of expected and exciting attributes provides a company

with an opportunity to achieve competitive advantage. A successful company will correctly

identify the requirements and attributes and use them to document raw data, user characteristics,

and important service or product attributes.

Customer satisfaction makes the customers loyal to one service provider. Previous

researchers have found that satisfaction of the customers can help the brands to build long and

profitable relationships with their customers (Eshghi, Haughton and Topi, 2007). Though it is

costly to generate satisfied and loyal customers but that would prove profitable in a long run for

a firm (Anderson, Fornell and Mazvancheryl, 2004). Therefore a firm should concentrate on the

improvement of service quality and charge appropriate friendly atmosphere in order to satisfy

their customers which would ultimately help the firm to retain its customers (Gustafsson,

Johnson and Roos, 2005).It is a common phenomenon that the services a brand offers and the

price it charges actually determine the level of satisfaction among its customers, than any other


18/32



18

measure (Turel et al. 2006). Customers involvement is also important as when buyer consider

the product important and invests time to seek information then it ultimately enhances the

satisfaction level (Russell-Bennett, McCollKennedy and Coote, 2007). This satisfaction may

influence the concerned company by repurchase, purchase of more products, positive word of

mouth and willingness of customer to pay more for the particular brand. Any business is likely to

lose market share, customers and investors if it fails to satisfy customers as effectively and

efficiently as its competitors is doing (Anderson, Fornell, and Mazvancheryl, 2004).

.


19/32



19

2.2Friendly atmosphereFriendly atmosphere meant the styles and appearance of physical environment for service

giving and the part experienced by customers on the occasion of service transferring (Bitner,

1992). The atmosphere, smell and music expressed by the physical environment would affect

customers' perception and behaviours. The overall atmosphere filled with inspiring delight

affected customers to stay longer organization. It could enhance the willingness for customers' to

interact and to communicate with service providers and business performance of stores could be

improved (Donavan and Rossiter, 1982; Donavan, Rossiter, Marcoolynn and Nesdale, 1994).

Thus, when customers implemented touch with service providers, the service providers' service

quality to customers included manual attitude and behaviors. Also, the atmosphere of service

environment would affect customers' perception of service performance.

. The friendly atmosphere based on the Peters-Moore-Holmberg theory because the

atmosphere and style of helpful face-to-face style. It is generally accepted that friendly

atmosphere, helpful suggestions and encouragement support study motivation and facilitate

success. The medium used to bring about empathy is normally friendly conversation. The

friendly atmosphere is essential also in the interaction between organization and customer. The

organization helping the customer is the main purpose of this interaction.

Customers reaction towards service counter communication practices that were incompetent,

not smooth lacking in terms of friendliness and also with difficulties in terms of courteous and

professional interaction are often presented in the newspapers and the internet.


20/32


21/32



21

2.3 Speed of feedback

Time spent in communications between the service worker and the customer in the

service encounter (measured in seconds) is the first element. Time of the encounter was

conceptualized in the original customer contact model (Chase & Tansik, 1983) as a key

ingredient. Time is an absolute measure and represents some active behavior of the service

employee. Communications time alone captured 71% of the variability that the service experts

felt differentiated one episode from another on a magnitude dimension (Kellogg & Chase, 1995).

The second element is information richness (Daft & Lengel, 1984); a concept that

addresses the value of the service exchange that is not correlated with time (Kellogg & Chase,

1995). Information richness is a complex measure including feedback (the speed at which

feedback between service worker and customer is received: 1. very slow (days), 2. slow (hours),

3. fast (minutes), 4. immediate), the communication channel (1. limited visual, 2. audio, 3. visual

and audio), the source of communication (was the major theme of the interaction 1. personal or

2. impersonal) and the language used (1. numeric, 2. natural, 3. body, natural). Kellogg (1991)

suggests that the information richness concept parallels an early customer contact example of

face-to-face, telephone, and mail communication. Face-to-face is high in feedback; uses visual

and audio communications channels, is personal and has the advantage of including the full

natural range of body language. In contrast, mail communication has very slow feedback, only

limited visual usage, is impersonal and uses only written (numeric) language. Telephone

communication falls in the middle with immediate feedback, only audio, may be either personal

or impersonal, and generally natural in language.


22/32



22

This leads to the third element of the measurement model which is intimacy. Intimacy

provides a qualitative assessment of the service encounter and is something that is beyond mere

humanistic behavior (Kellogg, 1991). Intimacy in the study was defined as mutual confiding and

trust as measured by a 5 point Likert scale with anchors no intimacy and the highest degree of

intimacy.

The amount of feedback provided sends messages about the importance of the customer

survey to everybody in the organization. Rather than providing superficial feedback through

newsletters, notice boards or e-mail, the results should be personally presented via feedback

workshops, preferably to all employees but at least to those who have a role in delivering

satisfaction. For large organizations, feedback workshops may be costly, but will be less

expensive than the cost of failing to improve customer satisfaction (Nigel Hill,1999)


23/32



23

CHAPTER 3:

RESEARCH METHODOLOGY AND DESIGN

3.0 Research Methodology

This chapter is important for the researcher as to make a decision on how to collect data and

where to obtain it. Besides that, it helps the researcher to select and determine the appropriate

research design in providing the framework to conduct the study. This section discusses about

the procedures, style and steps taken to fulfill the research objective requirement. The objective

of this chapter is to describe about the process and techniques involved in the study. For this

study, the researcher used qualitative and quantitative research. Through qualitative research,

the researcher obtained information from face to face interview with KPDNKK staff. Besides the

direct interview, the researcher used a survey method by distributing questionnaires to the

respondents.

3.1 Research Design

In conducting the research, the researcher used descriptive and correlation study to clarify and

define the nature of factors that influence customer satisfaction services provided by KPDNKK

include friendly atmosphere and speed of feedback.


24/32



24

3.2 Administration Questionnaire

The structured question is used in gathering data for the completion of this study. The

questionnaire is designed properly in order to ensure compatibility of the data, increase speed

and accuracy of recording and facilitate data processing.

In the questionnaire, it is divided into four (4) sections which consist of Section A that represents

Demographic, Section B for Customer Satisfaction, Section C for Friendly atmosphere, and

Section D for Speed of feedback.

This type of questions constructed with questionnaire which is:

Likert ScaleThis type of question allows the researcher to indicate how strongly agree or disagree the

respondents are with the asked questions.

Sangat tidak setuju Sangat setuju

1

Saya berpuas hati terhadap

perkhidmatan yang disediakanI am satisfied with the services

provided

1 2 3 4 5 6 7 8 9 10


25/32



25

3.3 Data Collection

All the data needed for this research collected from primary and secondary data. Data is gathered

for the purpose of analysis, testing hypothesis, interpret the relationship that exists between

variables and answer the research objectives and questionnaires. For the primary data, the data is

gathered and assembled specifically for the research project at hand. The researcher created and

distributed the questionnaire to the respondents. Other than that, the researcher in getting the

information from companies conducted several interviews. For the secondary data, the resource

of information are journals from internet, magazine, newspaper, journals, reference book, the

documentations of the company and other related articles.

The researcher focused on customer in Kota Bharu. There were 120 sets of questionnaire

distributed to the respondents to get the information and the researcher distributed the

questionnaire in two languages, Malay and English language.

3.4 Sampling

Sampling is useful in determining and representing the whole large of population. The researcher

used non-probability method that is convenience sampling. This is because the researcher cannot

get the specific list of the samples.

Only 120 respondents were taken to the sample for the study, which is adequate and good

enough for the research. According to Roscoe (1957), sample size should be larger than 30 and

less than 500 for most research.


26/32



26

3.5 Procedures of Data Analysis

The procedures of data analysis were done after the data collection. The data collected was keyed

in and analyzed through the Statistical Package for Social Science (SPSS) program after coding.

All the questionnaires are coded to ensure all results will be recorded and analyzed by the

researcher in other to get accurate result. Some of the statistical techniques that are used in the

hypothesis testing and data analysis are as follows:

3.5.1 Frequency Distribution Analysis

After the data was collected, the researcher used descriptive statistical tool from SPSS program

to analyze the data in which the data is tabulated. Tabulation consists simply of counting the

number of cases that fall in various categories.

From the tabulation of the data, the researcher aimed to determine the frequency distribution of

the variable in the question and calculated the descriptive statistic. Frequency distribution is a

mathematical distribution where the researcher tries to obtain and count the number of responses

associate with difference values of variable and expresses them in percentage term.

A frequency distribution also indicates the shape of empirical distribution of the variable. The

frequency data may be use to construct pie charts, or a bar graph in which the values are stated in

the graph.


27/32



27

HYPOTHESIS STATISTICAL

ANALYSIS

1 H1: : There is a significant between friendly atmospheres with customer

satisfaction

T-Test

2 H1: There is a significant between Speeds of feedback with customer

satisfaction

T-Test

3.5.2 Cross-Tabulation

In determining the objective, the researcher used cross-tabulation technique in knowing the

relationship between variables. It allows the researcher in determining the association between

dependent and independent variables; marketability of the product and the factors that influence

it. Cross tabulation is a statistical technique that describes two or more variables simultaneously

and results in table that reflects the joint distribution of two or more variables that have limited

number of categories or distinct values. It is the simplest techniques for describing the size of

relationships.


28/32



28

3.5.3 Correlation Coefficient

In order to indicate the relationships that formed between variables and to test the hypothesis, the

researcher used correlation coefficient .Correlation is used to support the result of the hypothesis

that has been tested. The researcher used a Bivarate Pearson Product Moment Correlation to

examine the correlation between the dependent and independent variables. The correlation

coefficient, r, ranges from +1.0 to -1.0.

A correlation coefficient indicates both magnitude of the linear relationship and the direction of

the relationship. Thus, by using this method, the researcher is able to clarify factors that

contribute to the marketability of life insurance products and to identify whether the relationship

is strong, weak, positive or negative.

3.5.4 Hypotheses Testing

The research questions create the hypotheses, as the hypotheses are the probability answers.

Hence, this research wants to identify which hypothesis is accepted. According to Zikmund

(1993), hypotheses are stated into two: a null hypothesis and alternative hypothesis. A null

hypothesis is a statement about the status qou. Alternative hypothesis is a statement indicates the

opposite of the null hypothesis. The purpose of hypothesis testing is to determine which of the

two is accepted. The cross-tab (eta statistic), correlation and regression are used to test the

hypotheses


29/32



29

3.6 The research schedule for the study

Item

No

ACTIVITIES INVOLVED MONTH

January

MONTH

February

MONTH

Mac

MONTH

April

1 Refining :

Statement of problem

Objective of the study

Research question

Research hypothesis

2 Design validate, and testing for

reliability of measuring instruments

3 Fieldwork and data collection

4 Data management, editing, coding,

and input data

5 Data analysis and writing final report


30/32



30

Bibliography

Tse, D. K., and Wilton, P. C. (1988), "Models of Consumer Satisfaction Formation: An

Extension," Journal of Marketing Research, 25 (May), 204-12.

Hennig-Thurau, T., and Klee, A. (1997), The Impact of Customer Satisfaction and Relationship

Quality on Customer Retention: A Critical Reassessment and Model Development, Psychology

& Marketing, Vol. 14, Issue 8, Page 737764

Gustafsson, A., Johnson, M.D., and Roos, I. (2005), The Effects of Customer Satisfaction,

Relationship Commitment Dimensions, and Triggers on Customer Retention, Journal of

Marketing, Vol. 69, pg. 210218.

Kim, M.K., Park, M.C., and Jeong, D.H. (2004) The effects of customer satisfaction and

switching barrier on customer loyalty in Korean mobile telecommunication services,

Electronics and Telecommunications Research Institute, School of Business, Information and

Communications University, Yusong-gu, Hwaam-dong, Taejon 305-348, South Korea

Deng, Z., Lu, Y, Wei, K. K., Zhang, J. (2009), Understanding customer satisfaction and loyalty:

An empirical study of mobile instant messages in China, International Journal of Information

Management, Vol. 30, pages 289300


31/32



31

Eshghi, A., Haughton, D., and Topi, H., (2007), Determinants of customer loyalty in the

wireless telecommunications industry, Telecommunications policy, Volume 31, Issue 2, Pages

93-106.

Anderson, E.W., Fornell, C., and Mazvancheryl, S.K. (2004), Customer Satisfaction and

Shareholder Value, Journal of Marketing, Vol. 68, pg; 172185.

Gustafsson, A., Johnson, M.D., and Roos, I. (2005), The Effects of Customer Satisfaction,

Relationship Commitment Dimensions, and Triggers on Customer Retention, Journal of

Marketing, Vol. 69, pg. 210218.

Turel, O., and Serenko, A. (2006), Satisfaction with mobile services in Canada: An empirical

investigation, telecommunication policy, volume 30, issue 5, 6, Pages 314-331.

Russell-Bennett, R, McColl-Kennedy, J.R., Coote, L.V. (2007) Involvement, satisfaction and

brand loyalty in a small business services setting, Journal of Business Research, Volume 60,

Issue 12, December 2007, Pages 1253-1260

Nek Kamal Yeop Yunus 2006. The relationship between service recovery strategies and

customer retention in banking industry in Malaysia. Unpublished Ph.D thesis. Sintok: Universiti

Utara Malaysia

Chase, R. B., & Tansik, D. A. (1983). The customer contact model for organization design.

Management Science, 29 (9), 1037-1050.


32/32



Kellogg, D. L., & Chase, R. B. (1995). Constructing an empirically derived measure for

customer contact. Management Science, 41 (11), 1734-1749

Daft, R. L. & Lengel, R. H. (1984). Information Richness: A New Approach to Managerial

Behavior and Organizational Design. Research in Organizational Behavior, 6, 191-233.

Kellogg, D. L. (1991). Customer contact: Measurement and operations management

implications. Dissertation, University of Southern California.

Uma Sekaran(2003),Research Methods For Business A skill Building Approach, ,fourth edition,

John Wiley & Sons, Inc.

Proposal Quality Management

Documents

Transcript of Proposal Quality Management