To identify the critical success factor of the customer satisfaction index (CSI) in procurement and supply chain management

• Main Author: Muhammad Azmee Rifin, Ir.
• Format: text::Thesis
• Language: English
• Published: 2023
• Subjects: To identify the critical success factor of the customer satisfaction index (CSI) in procurement and supply chain management

To be successful, organizations must look into the needs and wants of their customers. That is the reason why many researchers and academicians have continuously emphasized on the importance of customer satisfaction. Customer satisfaction is important because many researches have shown that customer satisfaction has a positive effect on an organisation. This study is to identify the critical success factor of the customer satisfaction index (CSI) in Procurement and Supply Chain, TNB. The findings of his research will help top managers better utilise customer satisfaction index elements as critical indicators for future performance (KPI). It is essential to understand the significance of critical KPIs, which reflect the extent to which a company achieves key business objectives.