The important of quality service towards customer satisfaction / Farazila Mohd Sani

Since the Second World War, many economically developed countries have undergone a structural change moving away from agriculture based economy to an industrialized economy. Economists like Chenery observed that economic development of a country goes hand in hand with industrial development. As a country became industrialized, it also achieved higher standard of living and economic affluence. This is then followed by
a higher demand for goods and services.

The shift towards manufacturing and services activities has been a feature of the Malaysian economy. Thus, it is reasonable to say that Malaysian development are changing the economic structure from being agriculture-based to a greater focus on services and profit manufacturing.

From transportation and communications, wholesale and retail trades to hotels and restaurants, financial services, leisure and tourism, the service sector is vast and relatively labor intensive. In 1998, the services have already represented about 47% of jobs in Malaysia. Job opportunities in the services sectors are expected to be on the rise in the future as our economy attains higher level of economic achievements and affluence.