Proposed new first level resolution by telecommunication service operation centre of employing robotic process automation.

• Main Authors: Usman, Sahnius, Mohd. Izhar, Mohd. Azri, Selamat, Nor Fasihah, Selamat, Nor Madihah
• Format: Article
• Language: English
• Published: Penerbit UTM Press 2022
• Subjects: T Technology (General); TJ Mechanical engineering and machinery
• Online Access: http://eprints.utm.my/104573/1/SahniusUsmanNorMadihahSelamatNorFasihahSelamat2022_ProposedNewFirstLevelResolutionbyTelecommunication.pdf; http://eprints.utm.my/104573/; https://oiji.utm.my/index.php/oiji/article/view/228
• Institution: Universiti Teknologi Malaysia

Service quality refers to the gap between the customer’s expectations of the service and the perception of the service received. Customer’s satisfaction with services in both technical and functional quality are considered the most important factor leading toward competitiveness and success of busin...