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The Crucial Factors Contributing Towards Excellent Customer Service In Telekom Malaysia

Adnan, Alifah (2016) The Crucial Factors Contributing Towards Excellent Customer Service In Telekom Malaysia. Project Report. UTeM, Melaka, Malaysia. (Submitted)

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Abstract

Customer service is the service provided by a company to customers in every interaction before, during and after purchasing a product. Good customer service gives customers great experience, thus creates happy customers that will be repeat customers. Bad customer service could drive the customers away thus affect the company’s sales and profits. During the internship at Telekom Malaysia (TM), the researcher has noticed that the company does not provide good customer service. Hence, there is a need to investigate among the customers on which factors that contributes toward excellent customer service so that it could be suggested to TM to improve their customer service. This study will focus on these three factors which are time management, employees, and trust building. The focus will be on what the relationship is, the influences, and which is/ are the most crucial factors towards excellent customer service. This study suggests that all three factors have a positive relationship with excellent customer service. This study will be conducted a survey involving 150 targets respondents of TM’s customers in Seremban. Data will be analyzed using simple statistic methods, reliability and validity and Pearson Correlation. The findings will provide valuable insights for Telekom Malaysia to take appropriate measures in enhancing the customer service.

Item Type: Monograph (Project Report)
Uncontrolled Keywords: Customer services - Quality control, Strategic planning, Consumer satisfaction, Customer relations - Management
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HF Commerce
Divisions: Library > Projek Sarjana Muda > FPTT
Depositing User: Mohd Hannif Jamaludin
Date Deposited: 31 Jul 2017 00:43
Last Modified: 31 Jul 2017 00:43
URI: http://eprints.utem.edu.my/id/eprint/18701

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