Customer service and customers' satisfaction towards TM Kuala Lumpur customer service: TM customers' perspective / Muhamad Izzuddin Ab Rani

All big companies in the world are spending millions and millions of their money to strengthen their customer service because for them, customers are their heart and soul. Without customers, their businesses cannot generate income hence, the companies will bear losses. Customer service is like thread that connects the customers to the companies because they are the one handle the customers’ problems and they are the one that answer all the customers' inquiries. Other than that, this study purpose is to measure the customers’ satisfaction using 5 dimensions of SERVQUAL (tangible, reliability, responsiveness, assurance and empathy).