Date of Award

Fall 9-2012

Document Type

Thesis

Degree Name

Master of Management (MM)

Department

Management, Business and Economics

First Advisor

Edmond Hajrizi

Language

English

Abstract

If we want to ask for our public assets how they operate, and how profitable they are we will have lot of questions and criticism starting from management, pricing, and engagement up to customer service. The most critical issues of post-war is, continuous reduction of electricity, rumours of controversial non genuine strategy of operation causing major technical and commercial losses, corruption and misuse, unprofessional management, all of this point out to the only energy company in Kosovo which continues to operate as a monopoly "Kosovo Energy Corporation.

A lot of questions, various documentaries, TV broadcast organized by our media have become subject to this corporation, all these to define the need for identification of new processes and procedures, the need to re-set it on set up, against the privatization of assets where I, have analyze only one of the critical parts, what we end up is that mostly the Customer suffers the consequence. Based on my conjoining practical master studies and experience in UBT International Engineering Management, fulfils my knowledge to be able to research a work of this level using customer questionnaire, and analyzes problems and concerns in order to give close assessment on one of the possibilities for the re-organization of new management techniques in the future that will assess thoroughly customers needs and expectations to provide a service of higher quality. This in turn would improve monitoring system and raise effectiveness of employee’s performance Key words: Customer, customer service, customer satisfaction and Energy Corporation of Kosovo (KEK).

DOI

10.33107/ubt-etd.2012.2828

Download

Included in

Business Commons

Share

COinS