A Study of TNT's Customers Perceptions and Expectations

About Us

Ipmi Repository is an online archive service which is managed by IPMI Library - Learning Resource Center. Established for collecting, managing, saving, preserving and disseminating digital copies of intellectual output of IPMI International Business School such as academic journal, books, theses, Group Field Project, Community Involvement Project, Case Study, conference paper, and other types of research publication. The main objective of this repository is to provide long-term, public, open access and easily retrieve to the digital collection to support teaching-learning process.

"Knowledge without observation is nil"

Japaderman, Barry and Nurachmat, Isa and Budiarto, Rikianto (2005) A Study of TNT's Customers Perceptions and Expectations. Project Report. Sekolah Tinggi Manajemen IPMI, Jakarta Selatan. (Unpublished)

[img] Text
314_A Study of TNT's Customers Perceptions and Expectations.pdf
Restricted to Registered users only
Download (12MB)

Abstract

PT Skypak International otherwise known as TNT is one of the leading players in the courier business in Indonesia. Its current list of customers exceeded 2000 names and the company believes it must continue to find and utilize different tools to measure the level of customer satisfaction towards their products and services. Our group's approach to measuring the gap between TNT's customers' perception and expectation is one such tool and it shall be utilized by TNT to develop a better picture of their customers. The tool is based on widely known and used Four Principles of Marketing which should make it instantly recognizable to would be users within the company. The analysis performed in this report could be duplicated whenever required to give users the snapshot of their customers which would be accurate to be informed about the different types of products and or services.

Item Type: Monograph (Project Report)
Subjects: H Social Sciences > HF Commerce
H Social Sciences > HN Social history and conditions. Social problems. Social reform
Divisions: Library > GFP (Group Field Project)
Depositing User: Elza Christina Nur Ramadani
Date Deposited: 15 Jan 2020 08:51
Last Modified: 15 Jan 2020 09:08
URI: http://repository.ipmi.ac.id/id/eprint/78

Actions (login required)

View Item View Item