“The relationship of service quality towards customer satisfaction of Telekom Malaysia Penang’s fixed line telephone services” / Mohd Darus Md Noh

Fixed Line Telephones Service is a single line communication service, which enables consumers to use the service as voice, fax or internet. The current environment shows that majority of the customers still depend on the fixed line telephones services to communicate either for personal purposes or business interactions. In Telekom Malaysia (TM), the fixed line service has contributed fourty-eight (48%) percent of its total revenues. This study aimed at determining the relationship of service quality towards customer satisfaction of TM Penangs’ fixed line services. It also aims to explore possible marketing strategies to improve the business performance of fixed line telephones services of TM Penang. Various methods of data analysis used to analyze data such as frequency analysis, reliability analysis, Pearson correlation analysis and multiple regression analysis. The results of this study showed that the relationship between service quality (reliability and empathy) towards customer satisfaction of TM Penang’s fixed-line telephone services.