Please use this identifier to cite or link to this item:
https://hdl.handle.net/10356/44146
Full metadata record
DC Field | Value | Language |
---|---|---|
dc.contributor.author | Ngeng, Shu Wen. | |
dc.contributor.author | Tan, Jian Yuan. | |
dc.contributor.author | Tok, Ying Wei. | |
dc.date.accessioned | 2011-05-27T00:51:22Z | |
dc.date.available | 2011-05-27T00:51:22Z | |
dc.date.copyright | 2011 | en_US |
dc.date.issued | 2011 | |
dc.identifier.uri | http://hdl.handle.net/10356/44146 | |
dc.description.abstract | To differentiate one supplier from another, additional dimensions are required within the proposition: some use price and contract terms - and the smart ones use customer experience (CE) (Hollyoake, 2009). This case paper demonstrates the use of CE constructs to understand, analyze and propose strategies in a Singapore SME. Company-specific in nature, this paper investigates the specific CE situation between Sulpa Office Supplies Pte Ltd and its customers through a two-prong approach consisting of quantitative and qualitative analyses. The quantitative analysis involves an intensive 75-question long survey questionnaire that quantifiably assesses Sulpa’s CE proposition from the customers’ perspective. The qualitative analyses then supplement these findings with in-depth interviews and rigorous observation sessions, revealing the root obstacles hindering Sulpa from achieving a “bonded” CE proposition. To tackle these root obstacles, solutions are evaluated and proposed to Sulpa. Constant communication is closely held with Sulpa’s management throughout the whole research to supplement our analyses, as well as check for feasibility in our solutions. | en_US |
dc.format.extent | 77 p. | en_US |
dc.language.iso | en | en_US |
dc.rights | Nanyang Technological University | |
dc.subject | DRNTU::Business::Industries and labor | en_US |
dc.title | Analysis of customer experience in a Singapore SME : a business case of Sulpa Office Supplies Pte Ltd. | en_US |
dc.type | Final Year Project (FYP) | en_US |
dc.contributor.school | Nanyang Business School | en_US |
dc.description.degree | BUSINESS | en_US |
dc.contributor.organization | Sulpa Office Supplies Pte Ltd | en_US |
dc.contributor.supervisor2 | Dixon Ho Hillbun | en_US |
item.fulltext | With Fulltext | - |
item.grantfulltext | restricted | - |
Appears in Collections: | NBS Student Reports (FYP/IA/PA/PI) |
Page view(s)
387
Updated on Mar 26, 2024
Download(s)
9
Updated on Mar 26, 2024
Google ScholarTM
Check
Items in DR-NTU are protected by copyright, with all rights reserved, unless otherwise indicated.