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A study of customer satisfaction in the scope of domestic customer of TNB Pasir Gudang / Ruhaidah Amari

The research undertaken are focus on the satisfaction of domestic customer of Tenaga Nasional Berhad Pasir Gudang. Although Tenaga Nasional Berhad is a monopoly company in generates the electricity to the domestic customer, it is important to measure the customer satisfaction as a yardstick of their...

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Bibliographic Details
Main Author: Amari, Ruhaidah
Format: Student Project
Language:English
Published: 1998
Subjects:
Business
Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Consumer satisfaction
Customer services. Customer relations
Job satisfaction
Performance standards
Online Access:https://ir.uitm.edu.my/id/eprint/60387/1/60387.pdf
https://ir.uitm.edu.my/id/eprint/60387/
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spelling my.uitm.ir.603872022-05-29T15:27:31Z https://ir.uitm.edu.my/id/eprint/60387/ A study of customer satisfaction in the scope of domestic customer of TNB Pasir Gudang / Ruhaidah Amari Amari, Ruhaidah Business Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations Job satisfaction Performance standards The research undertaken are focus on the satisfaction of domestic customer of Tenaga Nasional Berhad Pasir Gudang. Although Tenaga Nasional Berhad is a monopoly company in generates the electricity to the domestic customer, it is important to measure the customer satisfaction as a yardstick of their performance. The research takes 200 respondents as a sample of 38 713 population which is 3% of total domestic customer. To measure the customer satisfaction, this research use four variables which is reliability of supply, meter reading and billing system, counter service and complaint handling. Those variables are to identify which factor customer perceive TNB as being deficient, then the research will propose some actions to overcome on the weak areas. Here, the important results of the findings are highlighted and summarized to get a brief picture of the present perception of the customer. Others are presented more in Chapter 4. Due to measure reliability of supply, it was found that 45% of the respondent experienced 1-2 times interruption in the past 6 months and 66% of them were satisfied with the speed of restoration taken by TNB Pasir Gudang. Most of the interruptions are due to TNB Pasir Gudang carrying out maintenance work (46%). 1998-09 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/60387/1/60387.pdf (1998) A study of customer satisfaction in the scope of domestic customer of TNB Pasir Gudang / Ruhaidah Amari. [Student Project] (Submitted)
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 Business
Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Consumer satisfaction
Customer services. Customer relations
Job satisfaction
Performance standards
spellingShingle Business
Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Consumer satisfaction
Customer services. Customer relations
Job satisfaction
Performance standards
Amari, Ruhaidah
A study of customer satisfaction in the scope of domestic customer of TNB Pasir Gudang / Ruhaidah Amari
description The research undertaken are focus on the satisfaction of domestic customer of Tenaga Nasional Berhad Pasir Gudang. Although Tenaga Nasional Berhad is a monopoly company in generates the electricity to the domestic customer, it is important to measure the customer satisfaction as a yardstick of their performance. The research takes 200 respondents as a sample of 38 713 population which is 3% of total domestic customer. To measure the customer satisfaction, this research use four variables which is reliability of supply, meter reading and billing system, counter service and complaint handling. Those variables are to identify which factor customer perceive TNB as being deficient, then the research will propose some actions to overcome on the weak areas. Here, the important results of the findings are highlighted and summarized to get a brief picture of the present perception of the customer. Others are presented more in Chapter 4. Due to measure reliability of supply, it was found that 45% of the respondent experienced 1-2 times interruption in the past 6 months and 66% of them were satisfied with the speed of restoration taken by TNB Pasir Gudang. Most of the interruptions are due to TNB Pasir Gudang carrying out maintenance work (46%).
format Student Project
author Amari, Ruhaidah
author_facet Amari, Ruhaidah
author_sort Amari, Ruhaidah
title A study of customer satisfaction in the scope of domestic customer of TNB Pasir Gudang / Ruhaidah Amari
title_short A study of customer satisfaction in the scope of domestic customer of TNB Pasir Gudang / Ruhaidah Amari
title_full A study of customer satisfaction in the scope of domestic customer of TNB Pasir Gudang / Ruhaidah Amari
title_fullStr A study of customer satisfaction in the scope of domestic customer of TNB Pasir Gudang / Ruhaidah Amari
title_full_unstemmed A study of customer satisfaction in the scope of domestic customer of TNB Pasir Gudang / Ruhaidah Amari
title_sort study of customer satisfaction in the scope of domestic customer of tnb pasir gudang / ruhaidah amari
publishDate 1998
url https://ir.uitm.edu.my/id/eprint/60387/1/60387.pdf
https://ir.uitm.edu.my/id/eprint/60387/
_version_ 1734303091460669440
score 13.211869

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