A study on the customers’ satisfaction on the Celcom GSM services / Jimali Sunang

The purpose of this study is to look into the causes and effects of GSM Digital System which lead to the customers dissatisfaction with the product and services especially the line coverage offered by Celcom (M) Sdn Bhd in Kuching area. The urge of this study is the occurance of a continuous decline in GSM customer’s registration to the system. The decline of GSM registration is implicated by the decrease of about 14% for the first half year in 1998 compare to that of the same period in 1997.
The findings reveal that there are some important factors that contribute to the declination. The customers are not satisfied with the line coverage of GSM offered by Celcom in Kuching area. About 75% of the Celcom GSM users complaint about the line coverage and capacity.
The Celcom network quality plays a crucial role in determining the increase or decrease on the number of subscribers coming into the Celcom GSM network. According to the feedback from the market, the network quality for GSM need immediate improvement as there are rampant cases of such occurs like drop-call etc.