However, as of the first quarter of 2012, Datuk Syed Hisham Syed Wazir, the Group CEO and his management team realized that, at 75%, the automotive business was still the main contributor to the Group's revenues. In September 2011, the company had targeted its automotive business to contribute to 50% of its revenues, while the other 50% would come from its other three businesses, by the year 2015. By that time, it had 110 subsidiaries, operating in four core businesses of automotive assembly and distribution of Toyota lines of products, automotive spare parts and lubricants manufacturing, industrial equipment franchisee, and oil and gas drilling. SYNOPSIS By the end of 2011, five years short of its centennial anniversary, UMW Holdings was one of the biggest conglomerates in Malaysia, registering revenues of RM 13 billion (USD4.3 billion), and net profit after tax of RM1 billion (USD0.33 billion). Most of the studies conducted in Malaysia are quantitative, this is the only study in which we have interview the car users, which can be very useful for academicians and coming researchers. Producing products as per customer expectation will increase companies' sales and ultimately leading towards more profit for the company. This study is very beneficial for the practitioners in the Malaysian car companies to understand their customers, design products as per their expectations. Based on customer responses this study proposes and elaborates in relation with two dimensions of quality improvement and customer satisfaction. In general customers are satisfied with the Malaysian car brands keeping in view the value for money. To meet the objective in this study 103 users of Malaysian cars owners were interviewed. The aim of the study was to capture the response of the customers how they perceive these organization efforts to improve their products and services. The organizations are showing their sincere interest towards the total quality improvement as a continuous improvement of products, customer satisfaction, and business excellence. Customers are happy when the product meets their expectations and customer satisfaction has a positive effect on organization's economic condition. In highly competitive automotive manufacturing industry the success and smoothness of the business depends on customer satisfaction and the quality of the products. Customer satisfaction and total quality improvement is a great apprehension in every industry of the world.
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