A Study of TNT's Customers Perceptions and Expectations

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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 (Unpublished)

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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

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