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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| Format: | Thesis |
| Language: | English |
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2002
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| Online Access: | http://ir.unimas.my/id/eprint/16574/ http://ir.unimas.my/id/eprint/16574/1/Nancy%20Rukem%20ft.pdf |