TQM and customer satisfaction in Malaysia’s service sector
Purpose – The purpose of this paper is to investigate the relationship between total quality management (TQM) practices and customer satisfaction (CS) as perceived by managers’ perspectives in Malaysia’s service sector. Design/methodology/approach – The data are collected from 140 managers of Mal...
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Main Authors: | Sit, Wen Yi, Ooi, Keng Boon, Lin, Binshan, Chong, Alain Yee Loong |
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Format: | Article |
Language: | English |
Published: |
Emerald Group Publishing Limited
2009
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Online Access: | http://eprints.intimal.edu.my/308/1/8.pdf http://eprints.intimal.edu.my/308/ |
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