A study on customer satisfaction in using the TMTOUCH services provided by Telekom Cellular Sdn. Bhd. around Malacca area / Noor Affendy ldris

Satisfying customers are one of the factors that are being given priority by many service organizations. This project paper mainly, focusing on the level of customer's satisfaction towards network and counter services provided by TMTOUCH Malacca. The objective of this research is to identify whether customers are satisfied with the service network and counter services provided and to look for their main problem in using the service TMTOUCH management is aware that customer service comes first as TMTOUCH, mission is to provide total customer satisfaction with excellent services and superior products through smart partnership delivered by professionals of high Integrity in a dynamic and caring organization".

In order to gain the relevant data, 50 questionnaires were distributed. The target Customers for this project were the people who •entered TMTOUCH premises to do transaction. Simple random sampling method was used in this survey beside that, The data were obtained from printed media, Internets, library, journal, newspapers and also from an interview with TMTOUCH personnel.

The data that had been collected were analyzed using the SPSS program. The analysis. includes a frequency distribution for variable produced a table of frequency counts percentages and cumulative percentages for the entire value associated with the variable. The answers collected were also determined by examining mean and cross-tabulation. There are a few recommendations to TMTOUCH Malacca in delivering high quality of customer service to their customers. Hopefully TMTOUCH is aware that customer service comes first in a service industry like what TMTQUCH is in.