Customers services at Tenaga Nasional Berhad

The objective of this study is to reveal the extent of the consumers dissatisfaction towards customer services at Tenaga Nasional. The study is important because recently a lot of complaints were made on the weaknesses of Tenaga Nasional. Some of these complaints were published in the newspapers. Bad publicity has tarnished the image of Tenaga Nasional. To obtain the overall public view, a number of 150 respondents in Kuala Lumpur and Petaling Jaya were interviewed. Respondents are categorised into two categories, that is domestic and commercial/industrial. The selection of samples are based on quota sampling and simple random. The findings revealed that some weaknesses in customer services still exist. Regular interruption of supply is the most prevailing problem followed by longer duration to restore the supply and the problem of accrued amount shown in current bill for bills that have already been settled. One of the problem that may tarnish Tenaga Nasional's image is the low morality or misbehaviour of some of the breakdown staff. There have been cases where money had been solicited from consumers for services rendered. Apart from that, it also found some weaknesses in entertaining customer complaints. The weakness is due to poor communication skills and lack of knowledge on working.