Management of Telekom Malaysia Berhad's non payment accounts / Mohamad Yahya Mohamad Wasly ... [et al.]

Non-payment (NP) of residential fixed line telephony has affected Telekom Malaysia Berhad (TM) profitability and adversely its cash flow. Management concerned has encouraged the group to review and analyze the factors that affect TM NP, besides proposing preventive and corrective actions to combat the TM NP. The scope of the study is limited to the normal residential telephony customers only and includes the household characteristics for TM residential customers who are pending disconnection in Kuching. A simple random sampling technique was employed so as to give an equal chance for the respondents to be selected and get more representative findings. For this study, questionnaires were used for data collection via distribute phone calls and face-to-face interviews. A total of 109 responses were received from 150 selected respondents. Likert scaling questionnaires were employed due to its simplicity, easy to construct and administer. The questionnaire had been pilottested before the actual questionnaires were distributed.