Telekom Malaysia Berhad: a study on customers’ satisfaction towards fixed line services

Mat Ghani, Nurdiyana (2005) Telekom Malaysia Berhad: a study on customers’ satisfaction towards fixed line services. [Student Project] (Unpublished)

Abstract

Customer satisfaction is the measurement of what customers expect and what they received. This study is conducted to discover the level of satisfaction amongst Fixed Line customers towards Telekom services, the strengths and weaknesses of Telekom, and to give recommendation to Telekom to improve its quality of services in order to match with customer’s satisfaction. Questionnaire, interview, and quota sampling technique are used in this study in order to get accurate information and data. For this study, 100 out of the Telekom’s fixed line customers in Kuala Terengganu are selected as the respondents. The recommendations given are to increase the customers’ satisfaction towards Telekom service performance. This includes cooperation with Telekom staff to taking care of the existing problems. Moreover, it is hoped that the basic findings revealed in this study could provide Telekom a better understanding of their existing customers and stimulate them to further explore the subject area

Metadata

Item Type:	Student Project
Creators:	Creators Email / ID Num. Mat Ghani, Nurdiyana 2002618843
Contributors:	Contribution Name Email / ID Num. Advisor Mohamad, Zaabah UNSPECIFIED
Subjects:	H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling H Social Sciences > HF Commerce > Consumer satisfaction T Technology > TK Electrical engineering. Electronics. Nuclear engineering > Telecommunication
Divisions:	Universiti Teknologi MARA, Melaka > Alor Gajah Campus > Faculty of Business and Management
Programme:	Bachelor of Business Administration (Hons.) Marketing (BM240)
Keywords:	Customers’ satisfaction, Quality of services, Fixed line services
Date:	2005
URI:	https://ir.uitm.edu.my/id/eprint/124076