Abstract
M.Comm.
The objectives of this study are :
To determine customers' perception of service quality of international
telecommunications carrier services delivered by Telkom in the business-tobusiness
relationships with carriers in Europe;
To establish whether differences in service quality exist among the selected
business customers;
To identify and examine customers' needs and expectations regarding the
service delivery by Telkom;
To assess how well Telkom is currently performing relative to specific
customer needs and expectations;
To determine some of Telkom's strengths and weaknesses