The role of trust and commitment in relationship satisfaction with Telekom Malaysia (Consumer Sales) KK/PBP / Sitti Hayatul Nushee Azri

Telekom Malaysia is the sole provider for telephone home line and home broadband, until it was privatize, it domain the market share until present. Now they are facing major challenges in the IT world with so many competitors that offer this type of service. Even though the customer has built their relationship with TM for so many decades thru it's telephone home line, the customer put their trust and commitment in TM sales people to deliver the same service as previous in the application of their home broadband. Even so, TM still receive many complains from the customer towards their service delivery and the performance of their service. This study was conducted to identify customer's perception toward TM sales force in CS unit, and to determine customer's satisfaction towards TM sales force and agents in delivering their service. The research was conducted around KK area where the office of CS unit is located. The respondents were among the customers who happened to visit the office. There were 100 respondents selected to make this research a success. Thru the research it has been discovered that the customers were satisfied with the service delivered by the TM sales force which contributes to 37% of the research. They have a positive perception towards TM sales force in terms of delivering reliable information and very knowledgeable about the product. The customers also recommend that TM should improve the system so that there is no double entry of information and the billing system should be updated every time there is a major or minor change. The researcher recommends that this research needs further study so that in depth answers could be revealed. This is because there are so many answers as neutral from the respondents.