THE FACTORS THAT INFLUENCES QUALITY CUSTOMER SERVICES PERFORMANCES IN TENAGA NASIONAL BERHAD

ROSLAN, LAILA AMIERA (2017) THE FACTORS THAT INFLUENCES QUALITY CUSTOMER SERVICES PERFORMANCES IN TENAGA NASIONAL BERHAD. Other thesis, UNIVERSITI TUN HUSSIEN ONN MALAYSIA.

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Abstract

Service quality of electric power supply has significant bearing on the customer satisfaction. However, there was a problem in services delivery in Tenaga Nasional Berhad (TNB) which is the services were late such as in services counter, machine kiosk and meter reader. The purposes of this study were; (1) To identify the factors that influence quality customer services in TNB performances; (2) To identify the relationship between the factors that influences quality customer services and service performance; (3) To determine the barrier in Total quality management (TQM) implementation in TNB. This study focused in three departments in TNB and 60 questionnaires have been distributed to TNB staff’s. SPSS software had been used to analyze the data. Reliability tests and correlation tests have been carried out based on the six factors of quality customer services which were; man, machine, method, material, environment and system. The result shows that the highest factor that influences quality customer services was materials, which mean score was 5.84. There were positive correlation between factors that influences quality customer services and services performance with p-value, r (60) = 0.846, p < 0.05. While, the main ranking in barrier in TQM implementation in TNB was lack of resistances and followed by lack of understanding and awareness. This finding helps the employees improve their services towards the services performances.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Technology Management and Business > Department of Production and Operation Management
Depositing User: Mr. Te Chuan Lee
Date Deposited: 07 Mar 2018 09:39
Last Modified: 07 Mar 2018 09:39
URI: http://ethesis.uthm.edu.my/id/eprint/144

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