TQM and customer satisfaction in Malaysia's service sector

Industrial Management and Data Systems

Volumn 109, Issue 7, 2009, Pages 957-975

  Sit, Wen Yi ^a   Ooi, Keng Boon ^b   Lin, Binshan ^c   Chong, Alain Yee Loong ^d  

^a MULTIMEDIA UNIVERSITY   (Malaysia)

^b UNIVERSITI TUNKU ABDUL RAHMAN   (Malaysia)

^c LOUISIANA STATE UNIVERSITY   (United States)

^d INTI INTERNATIONAL UNIVERSITY   (Malaysia)

Author keywords

Customer satisfaction; Malaysia; Managers; Services; Total quality management

Indexed keywords

CUSTOMER FOCUS; DESIGN/METHODOLOGY/APPROACH; HIERARCHICAL LEVEL; HUMAN RESOURCES; MALAYSIA; MALAYSIANS; SERVICE FIRMS; SERVICE INDUSTRIES; SERVICE SECTORS; SERVICES; TIME SEQUENCES; TOP MANAGEMENT;

DEVELOPING COUNTRIES; MANAGERS; PERSONNEL; QUALITY ASSURANCE; QUALITY CONTROL; SALES; STRUCTURAL ANALYSIS; TOTAL QUALITY MANAGEMENT;

CUSTOMER SATISFACTION;

EID: 70149117019     PISSN: 02635577     EISSN: None     Source Type: Journal    
DOI: 10.1108/02635570910982300     Document Type: Article

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