Telekom Malaysia Berhad: the study on customers satisfaction through door to door sales activity / Mohd Khairul Ismail

There is no industry is changing as fast in terms of the services available to customer as telecommunication. The structural movement of the industry from monopoly to various degrees of competition adds another layer of change. Description of the ideal billing generally shares one common element-integration. Telekom Malaysia Berhad, the leader in the telecommunication industry in Malaysia have faced several problem upon equal access that was introduced by the government early 1999, which means that customers are free to choose other telecommunication company as their operator. And this has effect Telekom Malaysia Berhad as their customer are not loyal to them and use other company as their operator. Apart from Telekom Malaysia Berhad, the companies, which offering services are Celcom Sdn Bhd, Binariang Berhad (Maxis), Time Telecommunication Sdn Bhd and DiGi Telecommunications Sdn Bhd. So to use other company, customer just have to dial other Telecommunication Company access code that is 182, 183 and 184. From this problem, Telekom Malaysia Berhad is made an effort to win back their customer. So they introduced 'Autopay System' service, which can give the customer an easy way to pay their bills by avoiding long queue, long waiting time, traffic jams and hassles.