Index of Paper Presentations for the Parallel Sessions - Academy of ...

The frequency of review of customer complaints by the two groups of supplier companies is presented in Table 2below.QuickTime and adecompressorare needed to see this picture.Daily review of customer complaints was higher for sample supplier companies which were perceived to deliversuperior basic customer service (56.7%) than for those which were perceived to deliver average/inferior basiccustomer service (46.9%). This indicates that sample supplier companies which were perceived to deliver superiorcustomer service had a higher frequency of review of customer complaints. On the other hand, 6.7% of the samplesupplier companies which were perceived to deliver superior basic customer service, and 9.4% of sample suppliercompanies which were perceived to deliver average/inferior customer service had no specific schedule of review ofcustomer complaints, indicating a scope for establishing a formal customer review system [Pearson Chi-square =1.834, p-value = 0.383]. The overall frequency of review of customer complaints was high, with 80.6% of thesample supplier companies reviewing customer complaints either daily or once a week. Also, 8.1% of the samplesupplier companies had no specific schedule of review of customer complaints, indicating a scope for establishing aformal customer review system.In terms of an inbuilt system for corrective action for handling complaints, 88.3% of the sample supplier companieswhich were perceived to deliver superior customer service had such a system. However, only 76.6% of the samplesupplier companies which were perceived to deliver average/inferior basic customer service had such a system; andthe difference was statistically significant [Pearson Chi-square = 2.940, p-value = 0.043]. Overall, 82.3% of thesample supplier companies had an inbuilt system for corrective action for handling complaints, while 17.7% of thesample supplier companies did not, indicating a scope for establishing a formal system of corrective action forhandling complaints.The speed of informing customer about the status of complaints by the two groups of supplier companies ispresented in Table 3 below.