INTERNET SERVICES FIJI LIMITED
An Evaluation of Connect's
Customer Complaints Practices,
RESEARCH PROJECT
Partial requirement of MG301 - Service Operations Management
Department of Management and Public Administration
Faculty of Business & Economics,
University of the South Pacific (USP),
2007
Supervised by
Mr. Subash Appana
Course Coordinator/Lecturer
Designed by:
Sunjit Kaur Singh S11003284
Ginger Honafonu S11017155
Sital Kumar S11012247
Jenita Prakash S11014674
Table of Contents
I. Cover Page (i)
II. Content (ii)
II. Statement of Declaration (iii)
III. Acknowledgements (iv)
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I. Abstract 1
II. Company Profile 2
III. Connect's Customer Care 3
Customer Evaluation of Connect's Services
IV. Literature Review 9
V. Recommendations 14
VI. Conclusion 15
VII. Bibliography 16
VIII. Appendix 17
Exhibit 1: Connect Service Packages
Exhibit 2: Connect 2007 Annual Report
Exhibit 3: Interview Questionnaire
Exhibit 4: Developing a Comprehensive Picture of Service Failure
Statement of Declaration
We, hereby declare that this project is the result of our own hard work and all ideas used in the completion of this project are acknowledged in the bibliography at the end of this report.
Figure 1
Figure 2
Figure 3Utmost care and responsible has been undertaken to provide accurate information of the market situation in Fiji, however, we accept that some ideas of data are outdated.
Permission was sort from Connect prior to compiling this project. However, their logo and their internal information are still their assets. Therefore, they are copyrighted and trademarked but allowed for us to use the purpose of education from the School of Management & Public Administration of the Faculty of Business & Economics of University of the South Pacific. They shall only be used for the MG301 class of semester 2,2007 only.
Sunjit _________________________
Ginger _________________________
Sital _________________________
Jenita _________________________
Tuesday, October 23, 2007
Acknowledgement
We would like to express our sincere gratitude to the following people for...