An element contribute to customer satisfaction and dissatisfaction towards the new non-billing system provided by Tenaga Nasional Berhad / Faraeza Ismail

TNB has introduced this stabil system as their new technoloqy, which is the new non- billing system. this is the concept of pre-payment meter is designed to gives convenience the consumer to buy an electricity. a smart card pre- payment meter is a metering system with a new billing methodology conventionally the electricity bill is produced after the customer consumes electricity. The philosophy behind is 'pay as you use'. the objectives of this study are determining the "Element that contributes to customer satisfaction and dissatisfaction towards the new non-billing system provided by the TNB".

This study was done at TNB, Pasir Gudang Johor Bahru that involved their STABIL user whereby the questionnaires were distributed randomly. In term of this respondent, 100 questionnaires had being distributed to the STABIL user, however only 72 questionnaires were successful collected. This is because of some of the limitation on doing their survey. Statistical Package for Social Science (SPSS) has been used to analyze the data in term of frequency and cross tabulations. From the study several recommendations for maintaining satisfaction level among their customer and subsequently satisfy of customers were obtained from the respondents.
From the finding, it can be summarized that in 3 factors which is technological environmental factor, economic environmental factor and social environmental factor. The demographic factor indicated the dependent variable in determine the level of customer satisfaction or customer dissatisfaction. From this study also, several recommendation and comment about this STABIL system were obtained from the feedback of respondent using the system. And from this feedback, it will help the TNB to improve their existing quality and the services.