Telekom Malaysia: customer satisfaction towards centrex services in Kota Kinabalu area / Roslinda Juanis

"The customer is King." 'The customer is always right.' We put our customers first.' Look after your customers, and they will look after you.'... the world is full of pious sayings about customer service.
Ten years since corporatization and Telekom Malaysia Berhad has revolutionized the telecommunications industry in Malaysia, bringing the nation into an era of high technology in line with global trends. The emergence of superior technologies like fibre optics and digitalization has provided Telekom Malaysia with the launch pad to leapfrog into future. Internally, Telekom Malaysia was becoming more sophisticated in its operations. To defend its technological leadership, the Company invested in people, skills and resources. Its Quality Management Division and Total Customer Satisfaction program were conceived to make sure that customer needs were met.
This research study will only focus in Kota Kinabalu area that covers one of the services of Telekom Malaysia namely CENTREX. Research had been conducted base on the customer segments as follows that are CGG and MBS. This research attempts to study the "Customer Satisfaction on CENTREX Services in the Telekom Malaysia divisions: Corporate, Global & Government and Major Business Sales in Kota Kinabalu area". The problem statement of this research is to know to what extent do CENTREX performance, customer service and promotional strategy in the Telekom Malaysia perceive by customers.