Engineering Commons^™

Generic Approach For Customer Management System, Esraa A. Afify, Mona A. Kadry

Future Computing and Informatics Journal

Customer Complaints are considered as valuable and significant information that can be utilized to attain customer satisfaction. Accordingly, a complaint handling system can address customer dissatisfaction and prevent similar problems from reoccurring. The aim of this paper is to investigate the level of relationship between the complaints and complaint behaviours of the customers who benefit from the services offered. In this paper, a generic approach for the Customer Complaint Management System is pro posed to have the ability to minimize customers’ dissatisfaction and on the other hand to motivate customers to take part of controlling the quality of the services …