...Content Intoduction 3 Why do customers complain? 3 Complaints are a goldmine of information 6 Why is Complaints Handling Important? 7 Intoduction A consumer complaint or customer complaint is “an expression of dissatisfaction on a consumer’s behalf to a responsible party”. It can also be described in a positive sense as a report from a consumer providing documentation about a problem with a product or service. In fact, some modern business consultants urge businesses to view customer complaints as a gift. Consumer complaints are usually informal complaints directly addressed to a company or public service provider, and most consumers manage to resolve problems with products and services in this way, but it sometimes requires persistence. If the grievance is not addressed in a way that satisfies the consumer, the consumer sometimes registers the complaint with a third party such as association of the rights of the consumers , a county government (if it has a “consumer protection” office) and etc. These and similar organizations in other countries accept for consumer complaints and assist people with customer service issues, as do government representatives like attorneys general. Consumers however rarely file complaints in the more formal legal sense, which consists of a formal legal process. Internet forums and the advent of social media have provided consumers with a new way to submit complaints. Consumer news and...
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...As a business professional, I should be able to recognize the fundamental components of information systems that encounter in the real world. I had chosen the Golden Screens Cinema (GSC) e-ticketing system as my research topic. Background of Golden Screens Cinema(GSC) Golden Screen Cinemas is acknowledged as the largest chain of cinemas in Malaysia and it has the credit of housing the largest 18 screen cinemas in Malaysia. The 18 screen cinemas in Malaysia comprises of Mid Valley Megamall, Utama, Berjaya Times Square, Summit USJ, Cheras Leisure Mall, IOI Mall, Selayang Capitol, Shaw Centrepoint, Terminal 1 in Seremban, Mahkota Parade in Malacca, Berjaya Megamall in Kuantan, Pelangi Leisure Mall and Summit Batu Pahat in Johor, Plaza Bukit Mertajam and Gurney Plaza in Penang, Cental Square in Sungai Petani, Ipoh Parade in Ipoh, Queensbay Mall in Penang(opening soon in 2007) and Kota Kinabalu in Sabah. The Golden Screen Cinemas in Penang is located at Gurney Plaza, Penang has all the facilities of the Cineplex’s. The movie lovers can avail various facilities in Golden Screen Cinemas in Penang like concessions on popcorn, soft drinks and other snacks and apart from these it also offers 3 Glitter cafés and gift shops featuring wonderful gift items and other trendy stuffs. Gurney Plaza Penang opened on 16, January 2004 and it is the second movie theater of Golden Screen Cinemas. Gurney Plaza, Penang is considered as the first multiplex in not only Penang but the entire Northern...
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...2(a)Buy online The term of buy online is a form of electronic commerce whereby customers purchase their goods and services from merchant who sell on the internet. Users are using an online interface instead of visiting the market. Users can visit web store from the comfort of houses and shops as they sit in front of the computer. Consumers buy a variety of items from online stores. In fact, users can purchase just about anything from companies that provide their products online. After finished purchase the products provide through the internet, users make transaction by using a credit card, perhaps. People make their payment by electronically transferring the money from bank. Buy online bring many convenient to the customers. It offers an opportunity for the customers to purchase the goods and services at the lowest cost and enable the customers to compare the price with other retailers. Buy online can be conducted in the wee hours of the morning or late into the night. Online Instant Mobile Prepaid Top up Online Instant Mobile prepaid Top up is a system whereby mobile users can top up the prepaid amount at anyway and anytime. Online Instant Mobile Prepaid Top Up via Maybank2u is available to all Hotlink or Xpax users. These users can top up the amount that they wish directly to their own phone through online. However, they also allow topping up the credit to family and friends’ mobile numbers without the need of a reload PIN. Users are just requiring login the website and...
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...society.” (Kuester, 2012). According to Comscore, the report found stated that low cost airline website have experienced a strong growth visitation from consumer who are continue to search for the best travel deals online. The concept of e-ticketing was first been initiated by Air Asia in 2001 and subsequently be followed by Malaysia Airline in 2005. Airline’s company...
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...ONLINE AIR TICKETING SYSTEM Anniesalam Ayarrah B. Dado Wahid A. Buhari BS-Information Technology Brief description Nowadays, because of the fast economic growth and fast increasing number of companies and business, technology became part of our daily life; it is essential part of all kind of business. Online air ticketing system is convenient to passengers because they no need to visit the office just to book a flight. This proposed system contains the schedules of flights, passengers reservation and ticket records, and the payment of ticket can be pay through credit and debit card. Statement of the problem * How to create an online air ticketing system? * How to expedite the booking of flights? * How to make their payments hassle free? Objectives * To develop an online ticketing system to make the transaction easier. * To develop a module that gives information about the upcoming flights. * To develop a module for easy reservation and booking of flights. * To develop a module for the records of the passengers. Scope and limitations of the study * A module for booking of tickets. * A module for checking of availability. * A module for passenger’s record. * A module for flight details. Scope and limitations of the study * A module for booking of tickets. -this module is used to book the ticket after checking the availability of tickets in the flights. A ticket can be booked to a maximum of five just by entering...
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...Indian Railways and IT Systems Used 1. ERP- enterprise resource planning (ERP) IT enables signaling system MIS and LRDSS(Long Range Decision Support System) for investment optimization FOIS - Freight Operations Information System Comprehensive Payroll Processing System Vigilance software system Material Management Information System for P-way Comprehensive Accounting & Transaction System 2. CRM/PRS Online Ticket Booking Online Train Status Cell/Landline Rail Reservation Unreserved Ticketing System E-Payment of Freight 3. CONCERT Country Wide Network of Computerized Enhanced Reservation and Ticketing Integrates five Regional Reservation Centers into National PRS Grid Performs reservations for over 8.82 Lakh seats &Berths daily ( Peak rush -10.16 lakh) More than 4250 reservation terminals at more than 1200 locations Judicious mix local autonomy with uniformity of business rules. Very complex Business transactions - Handles Reservations, Modifications, Cancellations/ Refunds Comprehensive functionality 4. FOIS Freight Operations Information System An on line real time system for management and control of freight traffic Instant access to information regarding status of consignments in transit, for just in time inventory Assists in Asset Tracking, Asset Planning Performance Monitoring , to optimize Asset utilization Functions Using HR – Payroll GRP/Security – Vigilance Freight Dept...
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...i THE CONSUMER’S BEHAVIORAL INTENTION TOWARD E-TICKETING SYSTEM OF GOLDEN SCREEN CINEMA (GSC) IN MELAKA SHAFINAZ NADIA BINTI MOHD MOTTASIR Report submitted in partial fulfillment for the Bachelor of Technology Management (High Technology Marketing) FAKULTI PENGURUSAN TEKNOLOGI & TEKNOUSAHAWAN UNIVERSITI TEKNIKAL MALAYSIA MELAKA ii VERIFICATION “I hereby declare that I have read this thesis and in my opinion this thesis is sufficient in terms of scope and quality for the award of the degree of Bachelor of Technology Management (High Technology Marketing) Signature: Name of Supervisor: Madam Azrina Binti Othman Date: Signature: Name of Panel Supervisor: Dr. Norfaridatul Akmaliah Binti Othman Date: iii CONFESSION “Hereby, I declare that this thesis entitled “The Consumer’s Behavioral Intention Towards e-Ticketing of Golden Screen Cinema (GSC) in Melaka” is the result of my own research except as cited in the reference. The thesis has not been accepted for any degree and is not concurrently submitted in candidature of other degree. Signature: …………………………………… Name : Shafinaz Nadia Binti Mohd Mottasir Date : …………………………………… iv DEDICATION I learn patience, perseverance and dedication. Now I really know myself, and I know my voice. It’s a voice of pain and victory. To my beloved Mom and Dad, My siblings, My lecturers, My friends, Those who have helped me during my rough time, Helped shape me into what I’ve...
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...transportation facilities between the places. They want an online application to be developed, where the details of the bookings done and the customer will be updated from time to time and one can track the details of the available seats immediately 1.2 Purpose of the System The essence of realizing the proposed system is that the system is supposed to give different services to overcome existing and anticipated problems the services are that the system and by this the purpose of the system in the most precise form is to manage and computerize the traditional database, ticket booking and tracking bus and travel made easy. and most importantly the big customer at large and to provide quality service, update and accurate information. . 1.3 Statement of the problem Over view in this part well try to discuss the differences of the current system which brought about the need for the proposed system .I t is hard to define the problem in a concrete manner considering that there was no single system before hand but we will try to see systems which tries to do each module. Ticketing reservation There was no reservation system and the ticketing was done in long lines of people with first come first served manner. Problems include * The unpleasant and very long line * The long hour of waiting * The overwhelming people causing chaotic arrangement and process of ticketing. 1.4 Scope of the System In this portion we will try to mark between...
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...PENERAPAN E-TICKETING DALAM BIDANG TRANSPORTASI UDARA Nama : Eros Kinska Aprlliano.V. NPM : 0711011067 P.S : S1 manajemen PROGRAM STUDI EKONOMI MANAJEMEN FAKULTAS EKONOMI UNVERSITAS LAMPUNG PEMBAHASAN A. Pengertian Sistem Informasi Manajemen ( SIM ) Sistem informasi Manajemen adalah serangkaian sub sistem informasi yang menyeluruh dan terkoordinasi dan secara rasional terpadu yang mampu mentransformasi data sehingga menjadi informasi lewat serangkaian cara guna meningkatkan produktivitas yang sesuai dengan gaya dan sifat manajer atas dasar kriteria mutu yang telah ditetapkan. Dengan kata lain SIM adalah sebagai suatu sistem berbasis komputer yang menyediakan informasi bagi beberapa pemakai dengan kebutuhan yang sama. Para pemakai biasanya membentuk suatu entitas organisasi formal, perusahaan atau sub unit dibawahnya. Informasi menjelaskan perusahaan atau salah satu sistem utamanya mengenai apa yang terjadi di masa lalu, apa yang terjadi sekarang dan apa yang mungkin terjadi di masa yang akan datang. Informasi tersebut tersedia dalam bentuk laporan periodik, laporan khusus dan ouput dari model matematika. Output informasi digunakan oleh manajer maupun non manajer dalam perusahaan saat mereka membuat keputusan untuk memecahkan masalah. Perancangan, penerapan dan pengoperasian SIM adalah mahal dan sulit. Upaya ini dan biaya yang diperlukan harus ditimbang-timbang. Ada beberapa faktor yang membuat SIM menjadi semakin diperlukan...
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...E-commerce of Vietnam Airlines Marketing online has a wider range than the common belief because it doesn’t only refer to email, websites, and other wireless media, but it also includes electronic customer relationship management system and management of digital customer data. One of the tools to promote the services and the product is online marketing that adopt electronic ticketing or e-ticketing. E-ticketing can document the sale process from the customer’s travel activities without using paper tickets or physical documents, especially in the commercial airlines industry. In the industry of passenger transportation in Vietnam, e-commerce has been used gradually in many different forms. The first e-commerce service applied in Vietnam air transportation was online booking and flight searching. Customers can search for information of seat classes, ticket prices, flight schedules and other details on the airline websites and booking seats online. Benefits of e-commerce service include the initiative in searching for time, cost saving and information and no complex contact problems when booking busy flights. Another e-commerce tool that was implemented for the most part by Vietnam airline was e-tickets in 2008. According to the regulations of International Air Transport Association (IATA), "airlines of IATA had to use e-tickets service to all of their flights by the end of 2008." Therefore, airlines in Vietnam substituted paper tickets by e-tickets. In order to correspond...
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...Final Project Report ITE-603: E-Commerce Business Plan: Tickets.pk Submitted to Dr. Zainab Riaz Submitted by Muhammad Iqrash Awan Jamal Hassan Amber Younas Farah Naz NUST Business School TABLE OF CONTENTS Table of Contents .......................................................................................................................................... 1 1 2 Executive Summary ............................................................................................................................... 3 About Ticket.pk ..................................................................................................................................... 4 2.1 2.2 2.3 2.4 2.5 3 Name ............................................................................................................................................. 4 Vision............................................................................................................................................. 4 Mission .......................................................................................................................................... 4 Objectives/Goals ............................................................................ Error! Bookmark not defined. Keys to Success ............................................................................................................................. 4 Environment Analysis..............................................................
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...seconds per ticket • Enables advance booking and cancellation of unreserved tickets from any station • Improves passenger satisfaction with 24x7 ‘Always Available’ ticketing • Minimizes possibilities of manipulations and malpractice • Enables centralized control for monitoring and auditing • Ensures accounting of the tickets sold across all railway zones • Sustains growth in passengers without any growth in staff • Simplifies changes in fare structure, destination and other database updates Indian Railways (IR), the largest rail network in Asia and the world’s second largest under one management, spanning over 6000 stations, carries 17 million passengers every day. Only a million passengers travel with reserved seat tickets, and the remaining 16 million passengers travel each day without a confirmed seat. While reserved ticketing technology is enabled, unreserved ticketing was done primitively using printed cards. Generating over 49% of its earnings, Indian Railways needed a solution to centralize the purchase and management of unreserved tickets. The Unreserved Ticketing System (UTS), a one-of-a-kind modern system, was developed and implemented by CRIS for Indian Railways. UTS is a state-of-the-art computerized unreserved ticketing mechanism providing an improved customer ticketing experience and seamless process. This implementation has helped increase operational efficiency and has also enhanced customer service tremendously....
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...the ticketing system used to keep track of requests and transactions for my clients. MHelpdesk mobile is an app that helps mange work orders, invoices, service and repairs on the iPhone, iPad, and any Android 2.0+ device. The whole purpose of MHelpdesk is to have online secure software where a small to medium size business can create tickets when a call or email comes in from a customer and assign this ticket to any available technician. Create a service ticket, track it’s progress, record notes, then invoice your customer. It works on your smart phone, laptop or desktop The application can be used with Google Calendar which then synchronizes with my mobile device advising me when the next appointment is scheduled an hour or two prior to the actual time scheduled. From experience I was using previously Quickbooks online which was a free service and also had a mobile application as well but wasn’t always functional when needed. Since I currently am the only employee in the business, I manage what would be considered every department within an organization such as the sales, marketing, accounting, etc. Quickbooks online pretty much did what I needed which is have a list of customers and send them an invoice after work was performed. Unfortunately, they only allowed a maximum of five customers in which was fine in starting a business from the ground up, but after having more than five customers a fee would be required to upgrade. The starting fee to use Quickbooks online was forty...
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...Total Travel Service Specialist Mayflower Group Corporate Profile Cor orporate ofile e CAR RENTAL & AUTO LEASING AIRLINE TICKETING CORPORATE INCENTIVE TRAVEL MICE COACH HIRE CHAUFFEUR SERVICES HOLIDAY PACKAGES MM2H HOTEL RESERVATIONS About Mayflower Group Established since 1960, Mayflower today is a total travel service specialist and transportation solutions provider in Malaysia, offering a diverse range of products and services for individuals and corporations on leisure and business travel. As the pioneer in the Malaysia car rental industry and the first to introduce luxurious air-conditioned coaches in the country, Mayflower has since grown to become one of the largest fleet owner for ground transportation with a nationwide fleet size of over 2800 vehicles comprising of sedan cars, MPVs, tour vans and air-conditioned coaches. With a wide network of branches and support from foreign and local partners, coupled with a work force of over 550 dedicated employees throughout the country, Mayflower is committed to fulfil its vision of being the market leader and strives to surpass the needs of clients and business partners. We are? h0 Mayflower is a subsidiary of Warisan TC Holdings Berhad, a public listed company on the main board of Bursa Malaysia. The Group consists of the following companies: • Mayflower Acme Tours Sdn Bhd • Mayflower Holidays Sdn Bhd • Discovery Tours (Sabah) Sdn Bhd (Managed and operated by Mayflower Acme Tours Sdn Bhd) •...
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...ANALYSIS OF NAM HO TRAVEL PTE LTD STUDENT NAME: Huang Yingbo COURSE: ADVANCED DIPLOMA (TTH) STUDENT No.: 130601AD 1.0 Background of the Organisation In this chapter, it will give a throughout brief understanding of Nam Ho Travel Pte Ltd, it will be divided into brief introduction, products and services and locations of the offices. This chapter will help the researcher to do a in-depth analysis of Nam Ho Travel Pte Ltd 1.1 Brief Introduction Nam Ho Travel Service Pte Ltd is incorporate in 1963, until now, it is one of the most established travel agency in Singapore. Nam Ho travel is a travel agency that providing a wide range of services and products to both corporate and leisure traveller. The mission of the organisation is to provide result-oriented services to meet customer’s requirements and also budgets. As one of the oldest travel agency in the market, Nam Ho Travel keep updated with technologies, new computerised technologies helped Nam Ho Travel to retain and even increase the reputation in the industry by providing a efficient service. Nam Ho Travel Service Pte Ltd takes pride in satisfying the customers, and even surpassing the expectation of customers. Meanwhile offer wide-range of products and services, to satisfy different types of consumers. 1.2 Products and Services This chapter will be introducing and analysing the products and services that Nam Ho Travel provides. As listed down: * Outbound group tours Nam Ho’s outbound group...
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