Towards a customer-oriented organisation : a case study of the Telecommunications Department of Brunei | |
| Author | Osman, Buntar |
| Call Number | AIT RSPR no. SM-93-27 |
| Subject(s) | Telecommunication--Brunei Marketing|xBrunei--Management |
| Note | A research study report submitted in partial fulfillment of the requirements for the degree of Master of Business Administration. |
| Publisher | Asian Institute of Technology |
| Series Statement | Research studies project report ; no. SM-93-27 |
| Abstract | Telecommunications Department of Brunei or JTB has an objective among others to attain organisational culture which is customer oriented. The research study is aimed to find out what actions need to be taken by JTB top management in order to achieve its objective. Specifically, the study was carried out to assess the staff attitude towards customers and to determine their perception of JTB, to determine customer perception of JTB, and to provide recommendations to JTB for achieving its objective. In the staff and customer opinion survey, the staff and customer perception of JTB were found to be dissimilar, with the customer perceiving JTB to be inefficient, bureaucratic and uncaring. Based on the survey findings and on the understanding of customer orientation and corporate culture from the literature review, several recommendations were made for the top management to consider. |
| Year | 1993 |
| Corresponding Series Added Entry | Asian Institute of Technology. Research studies project report ; no. SM-93-27 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration in International Business (Publication code = SM) |
| Chairperson(s) | Hertzberg, Ellen |
| Examination Committee(s) | Swierczek, Fredric W.;Supapol, Atipol B. |
| Scholarship Donor(s) | Brunei Government (In service training scheme) |
| Degree | Research Studies Project Report (M.B.A.) - Asian Institute of Technology, 1993 |