The adoption and the level of awareness of e-services at TM Net Sdn Bhd / Hafiza Hanipi

Since 1995, TMNet Sdn Bhd, in fulfilling the needs for Internet and Multimedia services for Malaysians, has become the nation's leading Internet Service Provider (ISP) and the largest in South East Asia. As an independent business entity and wholly owned subsidiary of Telekom Malaysia Berhad TMNet aim to be more dynamic, agile and market-oriented company with the customers' needs paramount to all that they do. All these urge TMNet to always implement the advance technology in anything concept they want to introduce to their customers. This study was conducted to investigate the adoption of e-services at TMNet and to investigate the awareness of e-services offered by TMNet to makes their customers life more convenience. An interview to the staff at TMNet had been done by the researcher to understand more on the adoption of e services at their company. From the interview that observation on TMNet websites, researcher found that TMNet adopting a very high standard level of e-services. TMNet e-services can full fill most of the operations that should be provided in e-services system. They also have a quality that e-services websites should have. Although they are not e-commerce websites but they can attract their customers to navigate their websites thoroughly. After that, to evaluate the level of awareness of e-services and to evaluate the level of satisfaction among TMNet customers, researcher distributes about 250 questionnaires to the public randomly to get an accurate data. After a collection of data had completed, the analysis about the level of awareness and the level of customers' satisfaction about e-services start. Based on the findings, researcher found that, 108 respondents from the 121 subscribers of internet account subscribe with TMNet. From the 108 respondents, only 55 among them use e-services. Based from the findings, researcher found that the level of awareness among TMNet customers still at the moderate level. A result of the analysis also shows there growth of the customers' acceptance is at the modest level. It can be concluded that, most of users that used TMNet e-services satisfy with the service provided by the customers.