A Study On The Relationship Between Customer Satisfaction And The Implementation Of Total Quality Management Concept In The Malaysian Telecommunication Industry

In today's globalization, quality and productivity had become the major concern for companies to survive. Customers is the main focus for any successful business in which customer satisfaction models had become the most important tools to win the customer in the competitive marketplace. This st...

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Main Author:	Hishamuddin Ismail
Format:	Thesis
Published:	2001
Subjects:	HF5410-5417.5 Marketing Distribution of products
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id	my-mmu-ep.5
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spelling	my-mmu-ep.52009-12-02T08:32:27Z A Study On The Relationship Between Customer Satisfaction And The Implementation Of Total Quality Management Concept In The Malaysian Telecommunication Industry 2001-06-14 Hishamuddin Ismail, HF5410-5417.5 Marketing. Distribution of products In today's globalization, quality and productivity had become the major concern for companies to survive. Customers is the main focus for any successful business in which customer satisfaction models had become the most important tools to win the customer in the competitive marketplace. This study will analyze to which extent the implementation of quality management instrument did have some impact on the customer satisfaction level. This study will be focusing on the telecommunication industry since this industry will play a pivotal role in the information technology (IT) era. This study will be utilizing the SERQUAL method (Parasuraman, Ziethaml, Berry, 1998), technical and functional quality ( Gronross, 1990) and service performance factors ( Cronin & Taylor, 1992) to test the current level of service quality particularly for Digitaline II. Based on the study, it is found that there is a significant relationship between the customer satisfaction and implementation of service quality. The finding suggested that reliability dimension of SERVQUAL that comprises of three elements I.e. fault reporting center, response time and restoration time have strong correlation with the customer satisfaction. Similarly, the result also indicated that the technical dimension of service quality appear to has the stronger impact on customer satisfaction as compared to functional quality. The finding in this study also confirmed and proved that the high level of customer satisfaction is not the answer for customer loyalty. This finding is inline with other finding (Mittal & Lassar, 1998; Elnan & Andersen, 1999) that found no correlation between the customer satisfaction and customer loyalty. However, the empirical testing found six variables that are significantly correlated with customer loyalty. 2001-06 Thesis http://shdl.mmu.edu.my/5/ http://vlib.mmu.edu.my/diglib/login/dlusr/login.php masters Multimedia University Research Library
institution	Multimedia University
collection	MMU Institutional Repository
topic	HF5410-5417.5 Marketing Distribution of products
spellingShingle	HF5410-5417.5 Marketing Distribution of products Hishamuddin Ismail, A Study On The Relationship Between Customer Satisfaction And The Implementation Of Total Quality Management Concept In The Malaysian Telecommunication Industry
description	In today's globalization, quality and productivity had become the major concern for companies to survive. Customers is the main focus for any successful business in which customer satisfaction models had become the most important tools to win the customer in the competitive marketplace. This study will analyze to which extent the implementation of quality management instrument did have some impact on the customer satisfaction level. This study will be focusing on the telecommunication industry since this industry will play a pivotal role in the information technology (IT) era. This study will be utilizing the SERQUAL method (Parasuraman, Ziethaml, Berry, 1998), technical and functional quality ( Gronross, 1990) and service performance factors ( Cronin & Taylor, 1992) to test the current level of service quality particularly for Digitaline II. Based on the study, it is found that there is a significant relationship between the customer satisfaction and implementation of service quality. The finding suggested that reliability dimension of SERVQUAL that comprises of three elements I.e. fault reporting center, response time and restoration time have strong correlation with the customer satisfaction. Similarly, the result also indicated that the technical dimension of service quality appear to has the stronger impact on customer satisfaction as compared to functional quality. The finding in this study also confirmed and proved that the high level of customer satisfaction is not the answer for customer loyalty. This finding is inline with other finding (Mittal & Lassar, 1998; Elnan & Andersen, 1999) that found no correlation between the customer satisfaction and customer loyalty. However, the empirical testing found six variables that are significantly correlated with customer loyalty.
format	Thesis
qualification_level	Master's degree
author	Hishamuddin Ismail,
author_facet	Hishamuddin Ismail,
author_sort	Hishamuddin Ismail,
title	A Study On The Relationship Between Customer Satisfaction And The Implementation Of Total Quality Management Concept In The Malaysian Telecommunication Industry
title_short	A Study On The Relationship Between Customer Satisfaction And The Implementation Of Total Quality Management Concept In The Malaysian Telecommunication Industry
title_full	A Study On The Relationship Between Customer Satisfaction And The Implementation Of Total Quality Management Concept In The Malaysian Telecommunication Industry
title_fullStr	A Study On The Relationship Between Customer Satisfaction And The Implementation Of Total Quality Management Concept In The Malaysian Telecommunication Industry
title_full_unstemmed	A Study On The Relationship Between Customer Satisfaction And The Implementation Of Total Quality Management Concept In The Malaysian Telecommunication Industry
title_sort	study on the relationship between customer satisfaction and the implementation of total quality management concept in the malaysian telecommunication industry
granting_institution	Multimedia University
granting_department	Research Library
publishDate	2001
_version_	1747829078522593280

A Study On The Relationship Between Customer Satisfaction And The Implementation Of Total Quality Management Concept In The Malaysian Telecommunication Industry

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