Design approach for customers experience in services
In this paper, we examine customers’ behavior that influenced service provider’s evaluation of experience received. The method used in this research was a collection of quantitative data. A set of questionnaire was constructed through an analysis of keywords from literature reviews employing the KJ...
| Main Authors: | , , , |
|---|---|
| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2011
|
| Subjects: | |
| Online Access: | http://eprints.usm.my/28263/1/Full_paper_ICACA2011_AhmadZuhairi.pdf |
| _version_ | 1797008097473986560 |
|---|---|
| author | Majid, Ahmad Zuhairi Abdul Shaari, Hjh. Nazlina Abdul Rahman, Hj. Khirul Aidil Azlin Mohd Yusoff, Saiful Bahari |
| author_facet | Majid, Ahmad Zuhairi Abdul Shaari, Hjh. Nazlina Abdul Rahman, Hj. Khirul Aidil Azlin Mohd Yusoff, Saiful Bahari |
| author_sort | Majid, Ahmad Zuhairi Abdul |
| collection | USM |
| description | In this paper, we examine customers’ behavior that influenced service provider’s evaluation of experience received. The method used in this research was a collection of quantitative data. A set of questionnaire was constructed through an analysis of keywords from literature reviews employing the KJ method. In order to fulfill the objective of this research, quantitative data was gathered from a survey to see how Malaysian customers perceive the automotive service centers. Service centers were selected from different brand names or car manufacturers. Each manufacturer represented by one biggest service center that they have in Malaysia. Statistical output from this case study analyzed to form a model that can represent a new strategy for service design development. This paper also shows the evaluation of proposals and models created through interviews with service related personnel. |
| first_indexed | 2024-03-06T14:46:31Z |
| format | Conference or Workshop Item |
| id | usm.eprints-28263 |
| institution | Universiti Sains Malaysia |
| language | English |
| last_indexed | 2024-03-06T14:46:31Z |
| publishDate | 2011 |
| record_format | dspace |
| spelling | usm.eprints-282632020-02-19T09:13:50Z http://eprints.usm.my/28263/ Design approach for customers experience in services Majid, Ahmad Zuhairi Abdul Shaari, Hjh. Nazlina Abdul Rahman, Hj. Khirul Aidil Azlin Mohd Yusoff, Saiful Bahari NX1-820 Arts in general In this paper, we examine customers’ behavior that influenced service provider’s evaluation of experience received. The method used in this research was a collection of quantitative data. A set of questionnaire was constructed through an analysis of keywords from literature reviews employing the KJ method. In order to fulfill the objective of this research, quantitative data was gathered from a survey to see how Malaysian customers perceive the automotive service centers. Service centers were selected from different brand names or car manufacturers. Each manufacturer represented by one biggest service center that they have in Malaysia. Statistical output from this case study analyzed to form a model that can represent a new strategy for service design development. This paper also shows the evaluation of proposals and models created through interviews with service related personnel. 2011 Conference or Workshop Item PeerReviewed application/pdf en http://eprints.usm.my/28263/1/Full_paper_ICACA2011_AhmadZuhairi.pdf Majid, Ahmad Zuhairi Abdul and Shaari, Hjh. Nazlina and Abdul Rahman, Hj. Khirul Aidil Azlin and Mohd Yusoff, Saiful Bahari (2011) Design approach for customers experience in services. In: International Service Innovation Design Conference, 6 - 7 July 2011, Sarawak, Malaysia. (Submitted) |
| spellingShingle | NX1-820 Arts in general Majid, Ahmad Zuhairi Abdul Shaari, Hjh. Nazlina Abdul Rahman, Hj. Khirul Aidil Azlin Mohd Yusoff, Saiful Bahari Design approach for customers experience in services |
| title | Design approach for customers experience in services |
| title_full | Design approach for customers experience in services |
| title_fullStr | Design approach for customers experience in services |
| title_full_unstemmed | Design approach for customers experience in services |
| title_short | Design approach for customers experience in services |
| title_sort | design approach for customers experience in services |
| topic | NX1-820 Arts in general |
| url | http://eprints.usm.my/28263/1/Full_paper_ICACA2011_AhmadZuhairi.pdf |
| work_keys_str_mv | AT majidahmadzuhairiabdul designapproachforcustomersexperienceinservices AT shaarihjhnazlina designapproachforcustomersexperienceinservices AT abdulrahmanhjkhirulaidilazlin designapproachforcustomersexperienceinservices AT mohdyusoffsaifulbahari designapproachforcustomersexperienceinservices |