Impact Of Meeting Quality And Delivery On Customer Satisfaction For A Metal Based Industry

Intan Fatihah , Ahmad (2012) Impact Of Meeting Quality And Delivery On Customer Satisfaction For A Metal Based Industry. Project Report. UTeM, Melaka, Malaysia. (Submitted)

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Abstract

Customer Satisfaction has become a crucial indicator of performance in the industries nowadays. By listening to the voice of the customer which has been embraced in marketing theory and manufacturing strategy and has been practiced for a long time, it is an important strategy to meet this objective. With reference to the previous study, it is stated that, the relationship between quality and delivery and customer satisfaction exist. This study presents the findings of a survey conducted to discover the impact of meeting quality and delivery, with the criteria of customer satisfaction in a metal based industry. Altogether, 50 workers excluding operators responded to survey questionnaire. From the total sample population, 30 respondents are from Company A and another 20 are from Company B which operating in the nature of business. The 30 respondent’s data were used to develop mathematical equations whereas another 20 respondent’s data were used to validate the equation. From the results of the survey emerged a profile of the both companies in terms of product quality and delivery which reflecting their customer satisfaction. The particular strength of this study is providing the mathematical equation by taking quality and delivery as independent variables by which it can calculate the satisfaction of the customer in a short time.

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