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A study of customer satisfaction level at Telekom Malaysia / Padilah Hj. Md. Yunus

This research focuses on the efficiency and effectiveness of customer satisfaction survey at Telekom Malaysia. To examines the needs of Customer Relationship Management (CRM) system and analyze the interaction between Telekom Malaysia and customer. Information is gathering through interviews with TM...

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Main Author: Md. Yunus, Padilah
Format: Thesis
Language:English
Published: 2005
Subjects:
Malaysia
Online Access:http://ir.uitm.edu.my/id/eprint/939/1/TD_PADILAH%20MD%20YUNUS%2005_5%201.pdf
http://ir.uitm.edu.my/id/eprint/939/
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spelling my.uitm.ir.9392016-06-08T06:19:49Z http://ir.uitm.edu.my/id/eprint/939/ A study of customer satisfaction level at Telekom Malaysia / Padilah Hj. Md. Yunus Md. Yunus, Padilah Malaysia Malaysia This research focuses on the efficiency and effectiveness of customer satisfaction survey at Telekom Malaysia. To examines the needs of Customer Relationship Management (CRM) system and analyze the interaction between Telekom Malaysia and customer. Information is gathering through interviews with TM employee, distribute questionnaire to TM customer. This research process involves the whole TM organization, from top management to down, in a closed loop system that integrates all areas of the business, including sales, marketing, service, and customer communications. The information gathered during this study was obtained were primary data: interview and distributing questionnaires and also the secondary data. The findings from this research indicate that Customer Relationship Management (CRM) has implemented in TM. However, all the system used is run without knowing system performance and achievement with customer point of views. For the suggestion, e-Survey web based Customer Relationship systems are developing to improve their satisfaction survey. 2005 Thesis NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/939/1/TD_PADILAH%20MD%20YUNUS%2005_5%201.pdf Md. Yunus, Padilah (2005) A study of customer satisfaction level at Telekom Malaysia / Padilah Hj. Md. Yunus. Degree thesis, Universiti Teknologi MARA.
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 Malaysia
Malaysia
spellingShingle Malaysia
Malaysia
Md. Yunus, Padilah
A study of customer satisfaction level at Telekom Malaysia / Padilah Hj. Md. Yunus
description This research focuses on the efficiency and effectiveness of customer satisfaction survey at Telekom Malaysia. To examines the needs of Customer Relationship Management (CRM) system and analyze the interaction between Telekom Malaysia and customer. Information is gathering through interviews with TM employee, distribute questionnaire to TM customer. This research process involves the whole TM organization, from top management to down, in a closed loop system that integrates all areas of the business, including sales, marketing, service, and customer communications. The information gathered during this study was obtained were primary data: interview and distributing questionnaires and also the secondary data. The findings from this research indicate that Customer Relationship Management (CRM) has implemented in TM. However, all the system used is run without knowing system performance and achievement with customer point of views. For the suggestion, e-Survey web based Customer Relationship systems are developing to improve their satisfaction survey.
format Thesis
author Md. Yunus, Padilah
author_facet Md. Yunus, Padilah
author_sort Md. Yunus, Padilah
title A study of customer satisfaction level at Telekom Malaysia / Padilah Hj. Md. Yunus
title_short A study of customer satisfaction level at Telekom Malaysia / Padilah Hj. Md. Yunus
title_full A study of customer satisfaction level at Telekom Malaysia / Padilah Hj. Md. Yunus
title_fullStr A study of customer satisfaction level at Telekom Malaysia / Padilah Hj. Md. Yunus
title_full_unstemmed A study of customer satisfaction level at Telekom Malaysia / Padilah Hj. Md. Yunus
title_sort study of customer satisfaction level at telekom malaysia / padilah hj. md. yunus
publishDate 2005
url http://ir.uitm.edu.my/id/eprint/939/1/TD_PADILAH%20MD%20YUNUS%2005_5%201.pdf
http://ir.uitm.edu.my/id/eprint/939/
_version_ 1685648109316603904
score 13.211869

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