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A study of customer satisfactions towards fixed line telephone service provided by Telekom Malaysia Berhad / Noorshajidatul Risha Shariffuddin

This research examine about the customer satisfaction towards fixed line telephone provided by Telekom Malaysia Berhad. The totals of 100 people are selected to be the respondents for this research, which are registered as the user of Fixed Line Telephone at Telekom Malaysia Berhad. These responde...

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Main Author: Shariffuddin, Noorshajidatul Risha
Format: Student Project
Language:English
Published: 2004
Subjects:
Marketing
Marketing research. Marketing research companies. Sales forecasting
Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Consumer satisfaction
Customer services. Customer relations
Consumer complaints. Complaint letters
Online Access:https://ir.uitm.edu.my/id/eprint/54506/1/54506.pdf
https://ir.uitm.edu.my/id/eprint/54506/
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spelling my.uitm.ir.545062021-12-09T03:14:39Z https://ir.uitm.edu.my/id/eprint/54506/ A study of customer satisfactions towards fixed line telephone service provided by Telekom Malaysia Berhad / Noorshajidatul Risha Shariffuddin Shariffuddin, Noorshajidatul Risha Marketing Marketing research. Marketing research companies. Sales forecasting Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations Consumer complaints. Complaint letters This research examine about the customer satisfaction towards fixed line telephone provided by Telekom Malaysia Berhad. The totals of 100 people are selected to be the respondents for this research, which are registered as the user of Fixed Line Telephone at Telekom Malaysia Berhad. These respondents are divided into two categories, which is 50 respondents are coming from the regular customer of Telekom Malaysia Berhad and the other 50 respondents are distributed to five managers of Program Management and Service Delivery (PMSD), Telekom Malaysia Berhad. For the purpose of this research, a research survey was conducted with structured questionnaire and has distributed it to 100 respondents. The questionnaire consists of 41 questions, which can be classified into four sections. Section A consists of demographic profile of respondents, Section B are focused on the customer satisfaction towards Fixed Line Telephone of Telekom Malaysia Berhad, Section C represent the customer satisfaction in service level of Fixed Line Telephone and Section D is focused on customer satisfaction in quality level of Fixed Line Telephone. In this research, the researcher has used the SPSS program (11.5 versions) in analyzing the data gathering. The researcher used the method of frequency distribution, mean and standard deviation to analyze the data and finding. In analyzing the hypothesis test, the researcher used the one sample t-test to testing the hypothesis in order to know which hypothesis will be accepted or rejected (HO orH1). Based on the hypothesis testing for service of Fixed Line Telephone, the researcher found that that most of the respondents have a positive satisfaction towards the service of Fixed Line Telephone provided by Telekom Malaysia, so the null hypothesis (HO) is rejected and the alternative hypothesis (H1) is accepted. Based on the hypothesis testing for quality of Fixed Line Telephone, the researcher found that that most of the respondents have a positive satisfaction towards the quality of Fixed Line Telephone provided by Telekom Malaysia, so the null hypothesis (HO) is rejected and the alternative hypothesis (H1) is accepted. Therefore, the researcher has concluded that, most of the customer are satisfied with the quality and service level of Fixed Line Telephone that has been provided by Telekom Malaysia Berhad. 2004-10 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/54506/1/54506.pdf ID54506 Shariffuddin, Noorshajidatul Risha (2004) A study of customer satisfactions towards fixed line telephone service provided by Telekom Malaysia Berhad / Noorshajidatul Risha Shariffuddin. [Student Project] (Unpublished)
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Marketing
Marketing research. Marketing research companies. Sales forecasting
Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Consumer satisfaction
Customer services. Customer relations
Consumer complaints. Complaint letters
spellingShingle Marketing
Marketing research. Marketing research companies. Sales forecasting
Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Consumer satisfaction
Customer services. Customer relations
Consumer complaints. Complaint letters
Shariffuddin, Noorshajidatul Risha
A study of customer satisfactions towards fixed line telephone service provided by Telekom Malaysia Berhad / Noorshajidatul Risha Shariffuddin
description This research examine about the customer satisfaction towards fixed line telephone provided by Telekom Malaysia Berhad. The totals of 100 people are selected to be the respondents for this research, which are registered as the user of Fixed Line Telephone at Telekom Malaysia Berhad. These respondents are divided into two categories, which is 50 respondents are coming from the regular customer of Telekom Malaysia Berhad and the other 50 respondents are distributed to five managers of Program Management and Service Delivery (PMSD), Telekom Malaysia Berhad. For the purpose of this research, a research survey was conducted with structured questionnaire and has distributed it to 100 respondents. The questionnaire consists of 41 questions, which can be classified into four sections. Section A consists of demographic profile of respondents, Section B are focused on the customer satisfaction towards Fixed Line Telephone of Telekom Malaysia Berhad, Section C represent the customer satisfaction in service level of Fixed Line Telephone and Section D is focused on customer satisfaction in quality level of Fixed Line Telephone. In this research, the researcher has used the SPSS program (11.5 versions) in analyzing the data gathering. The researcher used the method of frequency distribution, mean and standard deviation to analyze the data and finding. In analyzing the hypothesis test, the researcher used the one sample t-test to testing the hypothesis in order to know which hypothesis will be accepted or rejected (HO orH1). Based on the hypothesis testing for service of Fixed Line Telephone, the researcher found that that most of the respondents have a positive satisfaction towards the service of Fixed Line Telephone provided by Telekom Malaysia, so the null hypothesis (HO) is rejected and the alternative hypothesis (H1) is accepted. Based on the hypothesis testing for quality of Fixed Line Telephone, the researcher found that that most of the respondents have a positive satisfaction towards the quality of Fixed Line Telephone provided by Telekom Malaysia, so the null hypothesis (HO) is rejected and the alternative hypothesis (H1) is accepted. Therefore, the researcher has concluded that, most of the customer are satisfied with the quality and service level of Fixed Line Telephone that has been provided by Telekom Malaysia Berhad.
format Student Project
author Shariffuddin, Noorshajidatul Risha
author_facet Shariffuddin, Noorshajidatul Risha
author_sort Shariffuddin, Noorshajidatul Risha
title A study of customer satisfactions towards fixed line telephone service provided by Telekom Malaysia Berhad / Noorshajidatul Risha Shariffuddin
title_short A study of customer satisfactions towards fixed line telephone service provided by Telekom Malaysia Berhad / Noorshajidatul Risha Shariffuddin
title_full A study of customer satisfactions towards fixed line telephone service provided by Telekom Malaysia Berhad / Noorshajidatul Risha Shariffuddin
title_fullStr A study of customer satisfactions towards fixed line telephone service provided by Telekom Malaysia Berhad / Noorshajidatul Risha Shariffuddin
title_full_unstemmed A study of customer satisfactions towards fixed line telephone service provided by Telekom Malaysia Berhad / Noorshajidatul Risha Shariffuddin
title_sort study of customer satisfactions towards fixed line telephone service provided by telekom malaysia berhad / noorshajidatul risha shariffuddin
publishDate 2004
url https://ir.uitm.edu.my/id/eprint/54506/1/54506.pdf
https://ir.uitm.edu.my/id/eprint/54506/
_version_ 1718929631866781696
score 13.211869

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