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Customer satisfaction towards Tenaga Nasional Berhad (TNB) services in Seri Iskandar / Mohammad Fauzi Mat Daud, Normalina Mahamud and Siti Shakina Sabri

The purpose of this study was to detennine levels of customer satisfaction at TNB Seri Iskandar. This study also attempts to help TNB Seri Iskandar to improve their services in order to satisfy their customers.In order to obtain information, a questionnaire was used the mam instrument. Other than th...

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Main Authors: Mat Daud, Mohammad Fauzi, Mahamud, Normalina, Sabri, Siti Shakina
Format: Student Project
Language:English
Published: 2009
Subjects:
H Social Sciences (General)
Research
Methodology
Online Access:https://ir.uitm.edu.my/id/eprint/68673/1/68673.pdf
https://ir.uitm.edu.my/id/eprint/68673/
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spelling my.uitm.ir.686732022-10-31T06:29:55Z https://ir.uitm.edu.my/id/eprint/68673/ Customer satisfaction towards Tenaga Nasional Berhad (TNB) services in Seri Iskandar / Mohammad Fauzi Mat Daud, Normalina Mahamud and Siti Shakina Sabri Mat Daud, Mohammad Fauzi Mahamud, Normalina Sabri, Siti Shakina H Social Sciences (General) Research Methodology The purpose of this study was to detennine levels of customer satisfaction at TNB Seri Iskandar. This study also attempts to help TNB Seri Iskandar to improve their services in order to satisfy their customers.In order to obtain information, a questionnaire was used the mam instrument. Other than that, information was obtained from primary and secondary data, an interview session with TNB Seri Iskandar Customer Services Manager and through observations. The questionnaire was tested for content validity by two different people in different organizations who checked for errors and ambiguity. In the context of face validity, Mr. Kammaruzaman, Customer Services Manager in TNB Seri lskandar and Puan Zurina Mahamood, Customer and Sale Assistance at Telekom Malaysia, Butterworth was asked to answer and determine the understanding. 250 questionnaires were distributed to residents in Taman Teknologi Seri Iskandar and Taman Maju. The return rate was 92.2%.Findings show the majority of respondents agreed that TNB Seri Iskandar met the standard as stated in their charter.It was reported that the majority of residents in Taman Teknologi Seri Iskandar and Taman Maju complained about electricity blackout, billing and natural disaster. The researchers also developed open ended questions to determine customer satisfaction towards TNB services. It can be concluded that the majority of residents in Taman Teknologi Seri lskandar and Taman Maju prefered to make no suggestion. This followed by (I) suggestion so that TNB Seri Iskandar must be honest and hardworking, (2) to improve their quality services, (3) patrol frequently (4) and improve their billings system. 2009 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/68673/1/68673.pdf Customer satisfaction towards Tenaga Nasional Berhad (TNB) services in Seri Iskandar / Mohammad Fauzi Mat Daud, Normalina Mahamud and Siti Shakina Sabri. (2009) [Student Project] <http://terminalib.uitm.edu.my/68673.pdf>
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 H Social Sciences (General)
Research
Methodology
spellingShingle H Social Sciences (General)
Research
Methodology
Mat Daud, Mohammad Fauzi
Mahamud, Normalina
Sabri, Siti Shakina
Customer satisfaction towards Tenaga Nasional Berhad (TNB) services in Seri Iskandar / Mohammad Fauzi Mat Daud, Normalina Mahamud and Siti Shakina Sabri
description The purpose of this study was to detennine levels of customer satisfaction at TNB Seri Iskandar. This study also attempts to help TNB Seri Iskandar to improve their services in order to satisfy their customers.In order to obtain information, a questionnaire was used the mam instrument. Other than that, information was obtained from primary and secondary data, an interview session with TNB Seri Iskandar Customer Services Manager and through observations. The questionnaire was tested for content validity by two different people in different organizations who checked for errors and ambiguity. In the context of face validity, Mr. Kammaruzaman, Customer Services Manager in TNB Seri lskandar and Puan Zurina Mahamood, Customer and Sale Assistance at Telekom Malaysia, Butterworth was asked to answer and determine the understanding. 250 questionnaires were distributed to residents in Taman Teknologi Seri Iskandar and Taman Maju. The return rate was 92.2%.Findings show the majority of respondents agreed that TNB Seri Iskandar met the standard as stated in their charter.It was reported that the majority of residents in Taman Teknologi Seri Iskandar and Taman Maju complained about electricity blackout, billing and natural disaster. The researchers also developed open ended questions to determine customer satisfaction towards TNB services. It can be concluded that the majority of residents in Taman Teknologi Seri lskandar and Taman Maju prefered to make no suggestion. This followed by (I) suggestion so that TNB Seri Iskandar must be honest and hardworking, (2) to improve their quality services, (3) patrol frequently (4) and improve their billings system.
format Student Project
author Mat Daud, Mohammad Fauzi
Mahamud, Normalina
Sabri, Siti Shakina
author_facet Mat Daud, Mohammad Fauzi
Mahamud, Normalina
Sabri, Siti Shakina
author_sort Mat Daud, Mohammad Fauzi
title Customer satisfaction towards Tenaga Nasional Berhad (TNB) services in Seri Iskandar / Mohammad Fauzi Mat Daud, Normalina Mahamud and Siti Shakina Sabri
title_short Customer satisfaction towards Tenaga Nasional Berhad (TNB) services in Seri Iskandar / Mohammad Fauzi Mat Daud, Normalina Mahamud and Siti Shakina Sabri
title_full Customer satisfaction towards Tenaga Nasional Berhad (TNB) services in Seri Iskandar / Mohammad Fauzi Mat Daud, Normalina Mahamud and Siti Shakina Sabri
title_fullStr Customer satisfaction towards Tenaga Nasional Berhad (TNB) services in Seri Iskandar / Mohammad Fauzi Mat Daud, Normalina Mahamud and Siti Shakina Sabri
title_full_unstemmed Customer satisfaction towards Tenaga Nasional Berhad (TNB) services in Seri Iskandar / Mohammad Fauzi Mat Daud, Normalina Mahamud and Siti Shakina Sabri
title_sort customer satisfaction towards tenaga nasional berhad (tnb) services in seri iskandar / mohammad fauzi mat daud, normalina mahamud and siti shakina sabri
publishDate 2009
url https://ir.uitm.edu.my/id/eprint/68673/1/68673.pdf
https://ir.uitm.edu.my/id/eprint/68673/
_version_ 1748706004625784832
score 13.211869

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