Relationship marketing and retention of fixed line Telekom Malaysia Berhad customer

In the new millennium of 21st century, many telecommunication companies were build in order to fulfill the demand of telecommunication services to their customer. Telekom Malaysia Berhad has develop fixed line services for the reason to retain their customer. The objectives to the studies are (1) To investigate what are the factors customers consider in using a fixed line service and its important. (2) To identify, gap between customer’s expectation and attainment satisfaction. (3) To evaluate the level of satisfaction of customer that lead as a reason to continue as Telekom Malaysia Berhad customer. This paper consists of 6 chapters, which explain the subject matter by stages. Chapter 1 explains of the background and introduction of the research. Chapter 2 is explaining for literature review, which related to the subject studied. Chapter 3 is the theoretical framework which guide the research flow and progress. Chapter 4 discuss about the methods and sampling techniques use for the research. The findings discuss in chapter 5 regard to the problem statement and objective of the study, while chapter 6 contain the conclusion and recommendation given by the researcher. Data coded and analyze using Statistical Package for Societal Science. Appendices and bibliography attached are the relevant reference use for this study.