A study of customer satisfaction level at Telekom Malaysia / Padilah Hj. Md. Yunus

Md. Yunus, Padilah (2005) A study of customer satisfaction level at Telekom Malaysia / Padilah Hj. Md. Yunus. Degree thesis, Universiti Teknologi MARA.


This research focuses on the efficiency and effectiveness of customer satisfaction survey at Telekom Malaysia. To examines the needs of Customer Relationship Management (CRM) system and analyze the interaction between Telekom Malaysia and customer. Information is gathering through interviews with TM employee, distribute questionnaire to TM customer. This research process involves the whole TM organization, from top management to down, in a closed loop system that integrates all areas of the business, including sales, marketing, service, and customer communications. The information gathered during this study was obtained were primary data: interview and distributing questionnaires and also the secondary data. The findings from this research indicate that Customer Relationship Management (CRM) has implemented in TM. However, all the system used is run without knowing system performance and achievement with customer point of views. For the suggestion, e-Survey web based Customer Relationship systems are developing to improve their satisfaction survey.


Item Type: Thesis (Degree)
CreatorsEmail / ID. Num
Md. Yunus, PadilahUNSPECIFIED
Subjects: H Social Sciences > HF Commerce > Consumer satisfaction > Malaysia
H Social Sciences > HF Commerce > Customer services. Customer relations > Malaysia
Divisions: Universiti Teknologi MARA, Shah Alam > Faculty Computer and Mathematical Sciences
Item ID: 939
Uncontrolled Keywords: Customer relations management, Customer satisfaction, Telekom Malaysia
URI: http://ir.uitm.edu.my/id/eprint/939


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