A study on complaints related to residential fixed line telephone service provided by Telekom Malaysia within Setapak Exchange / Tengku Badreeshah Raja Hussin

Telekom Malaysia Berhad is the leading telecommunication service provider in Malaysia. It was incorporated as a privatised company in 1987. Being the pioneer in the industry, the market and customer expectations from Telekom also increased after the privatisation period. The customers were expecting a modern and high quality service.
Unfortunately, public perception of Telekom’s services is that they are still far from expectations. Public seems to complaint on Telekom’s inefficiencies. According to 1995 annual report, the total faults reported per line for year was 0.6 per cent with seven complaints per 1000 lines.
The future profitability of Telekom depends very much on efficiency and productivity especially with the emergence of other players in the industry. Telekom must ensure the customer is satisfied of their services because satisfied customers contribute towards revenues and reduced operating cost.
This research was made to find out whether the level of residential fixed line service provided by Telekom Malaysia is at satisfactory level.