Quality of service : the case of Telekom Malaysia Berhad, Kuching, Sarawak

The paper detennines how customers of Telekom Malaysia Berhad (TMB) Kuching, Sarawak, critically rate the quality of services rendered to them via the Critical Incident Technique (CIT) and the SERVQUAL method. The study also identified components of the service delivery system that are most importan...

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Main Author:	Nancy, Rukem.
Format:	Thesis
Language:	English
Published:	2002
Subjects:	HD Industries Land use Labor HE Transportation and Communications
Online Access:	http://ir.unimas.my/id/eprint/16574/1/Nancy%20Rukem%20ft.pdf
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id	my-unimas-ir.16574
record_format	uketd_dc
spelling	my-unimas-ir.165742023-06-20T04:26:05Z Quality of service : the case of Telekom Malaysia Berhad, Kuching, Sarawak 2002 Nancy, Rukem. HD Industries. Land use. Labor HE Transportation and Communications The paper detennines how customers of Telekom Malaysia Berhad (TMB) Kuching, Sarawak, critically rate the quality of services rendered to them via the Critical Incident Technique (CIT) and the SERVQUAL method. The study also identified components of the service delivery system that are most important in the customers' judgment) Questionnaires answered by 500 respondents that consistedof an even breakdown of business and residential customers of TMB Kuching revealed that TMB Kuching scored the highest in assurance followed closely by responsiveness and reliability. However, the overall mean scored for the above dimensions were way below the average mark measured on a five-point Likert scale. Mo t, if not all, the dimensions studied scored a below average point. The findings therefore indicated that customers found the quality of service to be poor. Despite the poor score, the findings can be used by managers of TMB Kuching to develop appropriate and professional service strategies customized to the needs of the customers. 2002 Thesis http://ir.unimas.my/id/eprint/16574/ http://ir.unimas.my/id/eprint/16574/1/Nancy%20Rukem%20ft.pdf text en validuser masters Universiti Malaysia Sarawak, (UNIMAS) Faculty of Economics and Business
institution	Universiti Malaysia Sarawak
collection	UNIMAS Institutional Repository
language	English
topic	HD Industries Land use Labor HE Transportation and Communications
spellingShingle	HD Industries Land use Labor HE Transportation and Communications Nancy, Rukem. Quality of service : the case of Telekom Malaysia Berhad, Kuching, Sarawak
description	The paper detennines how customers of Telekom Malaysia Berhad (TMB) Kuching, Sarawak, critically rate the quality of services rendered to them via the Critical Incident Technique (CIT) and the SERVQUAL method. The study also identified components of the service delivery system that are most important in the customers' judgment) Questionnaires answered by 500 respondents that consistedof an even breakdown of business and residential customers of TMB Kuching revealed that TMB Kuching scored the highest in assurance followed closely by responsiveness and reliability. However, the overall mean scored for the above dimensions were way below the average mark measured on a five-point Likert scale. Mo t, if not all, the dimensions studied scored a below average point. The findings therefore indicated that customers found the quality of service to be poor. Despite the poor score, the findings can be used by managers of TMB Kuching to develop appropriate and professional service strategies customized to the needs of the customers.
format	Thesis
qualification_level	Master's degree
author	Nancy, Rukem.
author_facet	Nancy, Rukem.
author_sort	Nancy, Rukem.
title	Quality of service : the case of Telekom Malaysia Berhad, Kuching, Sarawak
title_short	Quality of service : the case of Telekom Malaysia Berhad, Kuching, Sarawak
title_full	Quality of service : the case of Telekom Malaysia Berhad, Kuching, Sarawak
title_fullStr	Quality of service : the case of Telekom Malaysia Berhad, Kuching, Sarawak
title_full_unstemmed	Quality of service : the case of Telekom Malaysia Berhad, Kuching, Sarawak
title_sort	quality of service : the case of telekom malaysia berhad, kuching, sarawak
granting_institution	Universiti Malaysia Sarawak, (UNIMAS)
granting_department	Faculty of Economics and Business
publishDate	2002
url	http://ir.unimas.my/id/eprint/16574/1/Nancy%20Rukem%20ft.pdf
_version_	1783728198329040896

Quality of service : the case of Telekom Malaysia Berhad, Kuching, Sarawak

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