Citation

Mohamad Baharuddin, Haslin (2024) Impact of tower maintenance efficiency towards operational excellence in telecommunication industry. Masters thesis, Multimedia University.

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Abstract

This research investigates the critical role of efficient tower maintenance practices in achieving operational excellence within the Malaysian telecommunications industry. Building upon the Resource-Based View (RBV) theory, the research delves into the impact of VRIN (Valuable, Rare, Inimitability, and Nonsubstitutability) attributes of efficient tower maintenance influence operational excellence in the telecommunication industry. Prior research underscores the significance of operational excellence for industries that rely heavily on customer trust and satisfaction, where efficient operations create a clear differentiation from competitors. However, a critical gap exists in understanding that managing overall tower maintenance practices directly contributes to this goal. To address this knowledge gap, the research employs a quantitative approach, utilizing an online survey to gather data from a broad spectrum of Malaysian telecommunication professionals. This includes tower employees, vendors, and mobile network operators, ensuring a comprehensive understanding of the industry perspective. Multilinear regression analysis is then performed to assess the relationships between the VRIN attributes for efficient tower maintenance and operational excellence. The findings provide robust support for the initial hypotheses, demonstrating that all four VRIN dimensions – value, rarity, inimitability, and non-substitutability – exhibit a positive and statistically significant correlation with operational excellence. These findings offer valuable insights for telecommunication companies seeking to maintain their competitive edge and prioritize customer satisfaction. This research highlights the crucial role of continuous innovation and improvement in tower maintenance practices. By fostering a culture of innovation and staying ahead of the technological curve, companies can ensure their operations remain efficient and reliable. The study further emphasizes the importance of considering both internal resources and external factors when striving for operational excellence. In addition to contributing to the existing body of knowledge on the topic, the findings have practical implications for professionals in the industry to raise the standard for tower maintenance procedures and service quality towards achieving operational excellence.

Item Type:	Thesis (Masters)
Additional Information:	Call No.: HD62.15 .H37 2024
Uncontrolled Keywords:	Total quality management
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28-70 Management. Industrial Management > HD62.2-62.8 Management of special enterprises
Divisions:	Faculty of Management (FOM) > MBA Programme
Depositing User:	Ms Suzilawati Abu Samah
Date Deposited:	21 May 2025 07:49
Last Modified:	21 May 2025 07:49
URII:	http://shdl.mmu.edu.my/id/eprint/13787

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