A study on customer perception and satisfaction towards services provided in Kedai Telekom

The customers’ perception about service quality is based on the long term, cognitive evaluations on Kedai Telekom’s service delivery, where as customers’ satisfaction is a short term emotional reaction to a specific service experience. Before Kedai Telekom’s customers experience the service, they have an expectation about the service quality that is based on the individual needs, past experiences, and also words of mouth recommendations. This study mainly focusing on the customer perception and satisfaction towards services provided in Kedai Telekom, in Taman Sentosa, Johor Bahru. For the purpose of this study, 40 questionnaires were distributed randomly to 40 respondents in order to get the findings. The target customers were those who came to Kedai Telekom for solving their matters. The data that had been collected were analyzed using Statistical Package for Social Science (SPSS) program. The analysis indudes the frequency, and the cross tabulation analysis. There are also a few recommendations suggested to Telekom Malaysia for the future improvement in delivering the services to the customers. Hope that Telekom Malaysia espedally Kedai Telekom aware that quality in customer service comes first in a industry that Telekom Malaysia is in.