Customer perception of service quality for Telekom Streamyx installation and maintenance services in Kota Kinabalu, Sabah / Rozanah Ahmad

This study is entitled "Customer Perception of Service Quality for Telekom Streamyx Installation and Maintenance Services in Kota Kinabalu, Sabah" with the objectives to: (i) determine the expectation of customers of service quality when Streamyx Internet lines are installed or maintained; (ii) determine the perception of service quality received by customers in the installation or maintenance of Streamyx Internet lines; (iii) determine whether there is a gap in the expected and perceived service quality in the installation or maintenance of Streamyx Internet lines; and (iv) compare service quality gap between home and business users in the installation or maintenance of Streamyx Internet lines. The expected and perceived service quality was measured based on seven dimensions: Reliability, Accessibility, User-friendly, Privacy/Security, Efficiency, Responsiveness, and Fulfillment using a selfadministered questionnaire which were distributed in a face-to-face survey. A total of 150 respondents were involved in this study who were selected using convenience sampling. Data from the questionnaire was analyzed using descriptive and inferential statistics with SPSS Ver. 20.0. Findings showed that there is a high expectancy of service quality which is matched to a slightly lower than the expected service but also high level of perceived service. The service quality gap analysis showed that reliability, responsiveness and accessibilities have the highest gap whereas the comparison of service quality gap between home and business internet users indicated significant differences in the aspects of reliability, user-friendly, privacy/security and efficiency. There is no significant relationship between expected service quality and perceived service quality. Type of user is also not a significant moderator for the relationship between expected service quality and perceived service quality. It is recommended that future research should focus on determining the factors that influenced service quality perception among the business internet users. The findings of this study can also be used to further improve Telekom's Streamyx brand so that it remains competitive and the Number One choice among Malaysian users.