Maxis could be observed that offers the fastest

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Maxis could be observed that offers the fastest download speeds in southern, northern, eastern, Sarawak and Sabah region with an average speed of 22.89Mbit/s. Moreover, Maxis can be considered as the lowest packet loss provider. Maxis has approximately 0.49% in average compared with other service providers, such as UMobile which is 3.95%. These will be shown in Figure 1[Net17]. Besides that, MCMC also conducted voice call performance test in order to assess the delivery of voice services. The key performance indicator was the Dropped Call Rate (DCR) and Call Setup Successful Rate (CSSR). In the first half of 2016, in terms of DCR performance in Figure 2, Maxis scored the lowest results which ranging from 0.00% to 2.45%, producing an average DCR of 0.68%. As for CSSR performance in Figure 3, Maxis scored the highest among other service providers with overall CSSR of 99.53%[Net17]. Moreover, based on Borneo Post Online, Maxis has retained its market leadership in the telecommunication post-paid segment. In a report, AllianceDBS Research Sdn. Bhd. (AllianceDBS Research) noted that Maxis’ strong post-paid performance helped service revenue to record a 2.5 per cent quarter-on-quarter (q-o-q) improvement in 4Q16 (ahead of flat service revenue growth for DiGi)[Tua17]. This is because Maxis is relatively more active on mobile phone subsidies compared to Celcom and DiGi, thereby helping it to attract and retain premium customers. Resource based-value For Maxis, it has both tangible and intangible resources to compete with other company. 1. Tangible resources Tangible resource is anything that can be sensed by our five sensors and it is easily accessed by the community. Maxis provides 2G and 3G services by installation wiring in underserved communities which is rural area such as Sabah and Sarawak. Therefore, the 21
maxis’ mobile services can provide connectivity surrounded the area and bring convenience to the community. It received the Computerworld Malaysia Customer Care Awards which is awarded for the best customer care for telecommunication services in 2015. Maxis has technological resources to update its internet services frequently in order to fulfill the customers’ expectation and satisfaction. 2. Intangible resources Maxis had 10-years privilege access to the High-Speed Broadband (HSBB) service provided by Telekom Malaysia Berhad since 2010. By having the HSBB service, Maxis enables to enjoy the high-speed access connectivity and it can be the leading integrated internet services provider. It has achieved awards of MCMC Wireless & Wired Broadband Services 2016. Thus, the broadband speed will be faster and attract more users to subscribe. Maxis Tracking system is also one of the intangible resources. It can track and monitor network assets for example Remote Radio Unit (RRU), batteries and cables. The system can improve the network efficiency and thus help to build up company image in order to have great network security. Maxis has modernised and resilient network which is widest 4G LTE network. 4G LTE network has been covering 88% of the population. The customers are able to always connected and interactive world (Sustainability Report 2015/2016). Furthermore, a cloud-based Human Resource system

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