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Roadmap to Gaining Customer Satisfaction: A Case of Talian Darussalam

Roadmap to Gaining Customer Satisfaction: A Case of Talian Darussalam

Dk Nurrahimah Pg Japar, Noor Hazwani Awang Matkasim, Nor A'shiqeen Haji Rabaie, Nur Izzah Hasna Farihin @ Hamiza Hamdani, Nurhazimah Haji Ahmad
Copyright: © 2021 |Pages: 18
ISBN13: 9781799849841|ISBN10: 1799849848|ISBN13 Softcover: 9781799854500|EISBN13: 9781799849858
DOI: 10.4018/978-1-7998-4984-1.ch017
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MLA

Pg Japar, Dk Nurrahimah, et al. "Roadmap to Gaining Customer Satisfaction: A Case of Talian Darussalam." Handbook of Research on Innovation and Development of E-Commerce and E-Business in ASEAN, edited by Mohammad Nabil Almunawar, et al., IGI Global, 2021, pp. 308-325. https://doi.org/10.4018/978-1-7998-4984-1.ch017

APA

Pg Japar, D. N., Awang Matkasim, N. H., Haji Rabaie, N. A., Hamdani, N. I., & Haji Ahmad, N. (2021). Roadmap to Gaining Customer Satisfaction: A Case of Talian Darussalam. In M. Almunawar, M. Anshari, & S. Ariff Lim (Eds.), Handbook of Research on Innovation and Development of E-Commerce and E-Business in ASEAN (pp. 308-325). IGI Global. https://doi.org/10.4018/978-1-7998-4984-1.ch017

Chicago

Pg Japar, Dk Nurrahimah, et al. "Roadmap to Gaining Customer Satisfaction: A Case of Talian Darussalam." In Handbook of Research on Innovation and Development of E-Commerce and E-Business in ASEAN, edited by Mohammad Nabil Almunawar, Muhammad Anshari, and Syamimi Ariff Lim, 308-325. Hershey, PA: IGI Global, 2021. https://doi.org/10.4018/978-1-7998-4984-1.ch017

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Abstract

The provision of reliable and accurate data through a competent communication tool encourages the significantly competitive public sector and nurtures a prosperous society. The chapter discusses the optimization of digital assets, specifically, allocating accessible two-way communication between the government and its stakeholders which can lead to far-sighted information processing and resourceful decision-making. Simultaneously, it aims to recognize and suggest solutions to the prevailing strains towards the digitalization of operations in the said industry. Accompanied by a thematic analysis of data collected from literature, a qualitative in-depth interview was deployed with a relevant agency to gain enlightenment of the public service in its real context. The results of the study present an essence of the advanced process sophistication, the comprehensiveness, and flexibility of the IT system, the reuse of knowledge, as well as the quality of customer orientation response capabilities.

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