A study of factors that influence customer retention towards service after sale done by Telekom Malaysia, Melaka

As we know Telekom Malaysia Berhad is the largest telecommunication company and also second largest telecommunication company in Southeast Asia’s. Telekom Malaysia offer a services and products that emphasizing protection and apprehensive for their customer. Telekom Malaysia Berhad plays an important role in the economic growth of Malaysia. This research is made at Business Sales Department. This department is focusing more on corporate and company sector, legal sector and other government sector that contributing to the highest share of Telekom Malaysia. This research is about a study of factors that influence service after sales on the customer retention done by Telekom Malaysia Berhad, Melaka. The factors that effect customer retention are customer satisfaction, customer trust and also switching barriers. Business Sales Department, at Menara TM MITC is focusing on business customer that has an account amounting from RM 10, 000 to RM 500, 000. The study will be involved by the Business Sales Department and its covers different customer segments, which are small business (S10 and S20), major business band 1 (M10), major business band 2 (M20), major business band 3 (M30) and major business band 4 (M40). From the research, I find that the retaining strategies which are being used by Business Sales Department have positive impact on retaining their present customer. Overall the respondents are satisfied with the products and services. There are 50 respondents used in this research that contains the entire customer segment of Business Sales Department, Telekom Malaysia, Melaka.