TQM and customer satisfaction
in Malaysia’s service sector

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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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Bibliographic Details
Main Authors:	Sit, Wen Yi, Ooi, Keng Boon, Lin, Binshan, Chong, Alain Yee Loong
Format:	Article
Language:	English
Published:	Emerald Group Publishing Limited 2009
Subjects:	HF Commerce
Online Access:	http://eprints.intimal.edu.my/308/ http://eprints.intimal.edu.my/308/1/8.pdf

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