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Maxis Case Study

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Maxis is Malaysia 's leading telecommunications company and market leader with a total mobile phone subscriber base of more than seven million, as at 31 December 2005. Maxis continues to enhance how people communicate and live with an impressive array of innovative products and services. Using the SERVQUAL model, this study attempts to examine the impact of service quality dimensions on customer satisfaction. A total of 15 current users of a Maxis provider participated in this study. The company is the only integrated communications service provider in Malaysia and the extensive range and reach of our services create a rich customer experience for both consumers and businesses. They leverage on technology to innovate and offer mobile and fixed …show more content…

It was established in 1995 under the name of Maxis Mobile SdnBhd .The founder of Maxis is Ananda Krishnan who is one of the richest man in Malaysia . Maxis Mobile Sdn Bhd operates as a subsidiary of Maxis Berhad. Since the commencement of commercial operations of its parent company, Maxis Communications Berhad, in 1995, Maxis Malaysian business has been providing a full suite of communication services on multiple platforms to satisfy the needs of individual consumers, small and medium enterprises, and large corporations in Malaysia. In the year 1999, they introduced a prepaid service called Hotlink. As their competitors such as DiGi Telecommunication offer lower prices and and promotion, Maxis tried to sell their prepaid starter pack as low as RM8. Now, the company provides variety of products such as mobile services, fixed line services and broadband internet services for individual and businesses. In addition, the company also operates on an international gateway services. Its geographical operations spread across Malaysia, Indonesia and India. In 2006, Maxis achieves prestigious recognition from the public. The readers of The Wall Street Journal Asia have rated Maxis as Malaysia 's most admired company in The Wall Street Journal Asia 200 survey in 2006. Besides that, Maxis received a large number of awards. Maxis Berhad [Company No.867573-A] was listed on Bursa Malaysia on 19 …show more content…

Data collected were first analyzed by calculating the average of each item, given by the employees. Averages are calculated for 22 questions of perceptions and expectations. Then, five dimensions are identified, which are tangibles, reliability, responsiveness, assurance and empathy. Tangibility is described in the questionnaire from item 1 to 4. Reliability is described from item number 5 to 9. Responsiveness is described from the item number 10 to 13 in the questionnaire. Assurance is described from 14 to 17. Empathy is described from item 18 to 22. Then, the averages of each dimension are calculated for perceptions and expectations. Finally, the differences of five dimensions between perceptions and expectations are

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