AS the telecommunications industry in Asia-Pacific further consolidates, we will see an average of three players emerging from each country (Frost & Sullivan, November 2002). In Malaysia too, efforts have been made to consolidate the industry with a view to strengthening the industry and increasing competitiveness. Customers are a key factor in the equation as the consolidation will not only create a more efficient industry but also act as a catalyst to bring about a more customer-focused operating environment.
The telecommunications industry worldwide has seen growing deregulation and privatisation of state-owned entities. This evolution was essential to accelerate growth and technological development within the telecommunications industry in Malaysia as well as to improve the quality of service to users.