Enhancing the service quality as a strategy of maintaining competitive position in Malaysian telecommunication industry; a focus on Telekom Malaysia Berhad Gajah Berang, Malacca / Norfa Dila Mohd. Noh

• Main Author: Mohd. Noh, Norfa Dila
• Format: Student Project
• Language: English
• Published: Faculty of Business and Management 2001
• Subjects: Telecommunication industry. Telegraph; Consumer satisfaction; Customer services. Customer relations
• Online Access: http://ir.uitm.edu.my/id/eprint/22372/1/PPb_NORFA%20DILA%20MOHD.%20NOH%20M%20BM%2001_5.pdf; http://ir.uitm.edu.my/id/eprint/22372/

Although service quality and customer satisfaction is related concepts, they are not exactly the same things. The customer's perception about service quality is based on long term, cognitive evaluations of TMB's service delivery, where as customer satisfaction is a short term emotional rea...