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

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...

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Bibliographic Details
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/ http://ir.uitm.edu.my/id/eprint/22372/1/PPb_NORFA%20DILA%20MOHD.%20NOH%20M%20BM%2001_5.pdf

id	uitm-22372
recordtype	eprints
spelling	uitm-223722019-01-11T01:09:29Z http://ir.uitm.edu.my/id/eprint/22372/ 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 Mohd. Noh, Norfa Dila Telecommunication industry. Telegraph Consumer satisfaction Customer services. Customer relations 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 reaction to a specific service experience. Before TMB's customers purchase a service, they have an expectation about service quality that is based on individual needs, past experience, mouth of mouth recommendation and also a TMB's advertising. Service is also essential that the company look at it as the distinguishing aspect of what they do. It is really important to the company that can set them apart from their competitor. This research is about Enhancing the service quality as a strategy of maintaining competitive position in Malaysian Telecommunication Industry; A focus on Telekom Malaysia Berhad Gajah Berang, Malacca. With the research that has been done, it is able to provide TMB's employees with the useful of information to improve their service quality in order to give a maximum satisfaction towards their services. A set of 50 questionnaires were distributed to the respondents which are currently used the Telekom Malaysia Berhad' services. This survey are conducted at TMB Gajah Berang, Malacca and it is about twenty-seven of questions in a questionnaires form were asked to the respondents to gather an accurate information. All this information is analyzed and majority of them are said that the service is not match with their expectation and the company still need to enhance their service quality. Moreover, from the survey, it shows that TMB as a telecommunication service provider should find out an alternative to make improvement from time to time. The researcher also wishes that all the recommendations would help the company to generate an idea to determine the new strategy to be implement in future. Faculty of Business and Management 2001 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/22372/1/PPb_NORFA%20DILA%20MOHD.%20NOH%20M%20BM%2001_5.pdf Mohd. Noh, Norfa Dila (2001) 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. [Student Project] (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Telecommunication industry. Telegraph Consumer satisfaction Customer services. Customer relations
spellingShingle	Telecommunication industry. Telegraph Consumer satisfaction Customer services. Customer relations Mohd. Noh, Norfa Dila 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
description	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 reaction to a specific service experience. Before TMB's customers purchase a service, they have an expectation about service quality that is based on individual needs, past experience, mouth of mouth recommendation and also a TMB's advertising. Service is also essential that the company look at it as the distinguishing aspect of what they do. It is really important to the company that can set them apart from their competitor. This research is about Enhancing the service quality as a strategy of maintaining competitive position in Malaysian Telecommunication Industry; A focus on Telekom Malaysia Berhad Gajah Berang, Malacca. With the research that has been done, it is able to provide TMB's employees with the useful of information to improve their service quality in order to give a maximum satisfaction towards their services. A set of 50 questionnaires were distributed to the respondents which are currently used the Telekom Malaysia Berhad' services. This survey are conducted at TMB Gajah Berang, Malacca and it is about twenty-seven of questions in a questionnaires form were asked to the respondents to gather an accurate information. All this information is analyzed and majority of them are said that the service is not match with their expectation and the company still need to enhance their service quality. Moreover, from the survey, it shows that TMB as a telecommunication service provider should find out an alternative to make improvement from time to time. The researcher also wishes that all the recommendations would help the company to generate an idea to determine the new strategy to be implement in future.
format	Student Project
author	Mohd. Noh, Norfa Dila
author_facet	Mohd. Noh, Norfa Dila
author_sort	Mohd. Noh, Norfa Dila
title	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
title_short	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
title_full	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
title_fullStr	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
title_full_unstemmed	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
title_sort	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
publisher	Faculty of Business and Management
publishDate	2001
url	http://ir.uitm.edu.my/id/eprint/22372/ http://ir.uitm.edu.my/id/eprint/22372/1/PPb_NORFA%20DILA%20MOHD.%20NOH%20M%20BM%2001_5.pdf
first_indexed	2023-09-18T23:08:32Z
last_indexed	2023-09-18T23:08:32Z
_version_	1777418646360948736

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

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