Dissatisfaction of Telekom customers towards billing problems (Pahang Timur Region) / Khairol Amin Mohd Tahir

Mohd Tahir, Khairol Amin (2000) Dissatisfaction of Telekom customers towards billing problems (Pahang Timur Region) / Khairol Amin Mohd Tahir. Degree thesis, Universiti Teknologi MARA, Kelantan.


Ds Charges and customer service are the dominant measure by which telecommunication companies differentiate themselves in the marketplace, as they try lo gain customer satisfaction, market share and increase profits. (Leonard L Beny, A. Parasuraman; 1998) As a major thrust of Telekom in getting ready on competitive market is to improve its customer services; so they had available Meter Complaint Department in regards to analysts, investigate and handle the customer problem. The billing problem, the focus of this study, will see how Overcharging bills towards the customer will affect the customer satisfaction. Telekom Malaysia Berhad needs to handle those complaints that they receive regarding the bills problem. Is it customer satisfied the way the department handle their problem? What customer expected to get when they were making a complaint? Is it Customer still loyal when facing those inconveniences? Equal Access', which gives users the choice of using any one of five fixed line operators in the country, effectively breaks Telekom' s monopoly in the business. Customer no more loyal to one's telephony since there got many choices in Equal Access. The billing problem will affect the customer loyalty. The research has discovered the seriousness of the billing problems faced by Telekom customers. It also determines the factors that influences customer's satisfaction/ dissatisfaction towards Telekom Billing System. The study had distinguished that; Telekom Billing problems that faced by the customer are independent towards customer satisfactions. This shows that billing problem were not the only determinant in determining customer satisfactions.


Item Type: Thesis (Degree)
Email / ID Num.
Mohd Tahir, Khairol Amin
Email / ID Num.
Thesis advisor
Muda, Mohd. Nasir
Subjects: H Social Sciences > HE Transportation and Communications > Telecommunication industry. Telegraph
H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
H Social Sciences > HF Commerce > Customer services. Customer relations > Consumer complaints. Complaint letters
Divisions: Universiti Teknologi MARA, Kelantan > Machang Campus > Faculty of Business and Management
Programme: Bachelor of Business Administration (Hons) Marketing
Keywords: telecommunication companies, customer services, Telekom, customer satisfactions
Date: 2000
URI: https://ir.uitm.edu.my/id/eprint/75762
Edit Item
Edit Item


[thumbnail of 75762.pdf] Text

Download (1MB)

Digital Copy

Digital (fulltext) is available at:

Physical Copy

Physical status and holdings:
Item Status:
On Shelf

ID Number




Statistic details