Customer's satisfaction towards fixed line SMS in Johor Bahru area / Nurul Aziah Ramli

Short Message Services (SMS) has been in demand and important in the telecommunication industry. The type of communication benefits many parties in terms of simple and speedy delivery in addition to saving cost. Telekom Malaysia has no exceptions in introducing this type of service to the public. In...

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Bibliographic Details
Main Author:	Ramli, Nurul Aziah
Format:	Thesis
Language:	English
Published:	2005
Subjects:	Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/70589/1/70589.pdf
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id	my-uitm-ir.70589
record_format	uketd_dc
spelling	my-uitm-ir.705892022-11-29T01:10:42Z Customer's satisfaction towards fixed line SMS in Johor Bahru area / Nurul Aziah Ramli 2005 Ramli, Nurul Aziah Consumer satisfaction Electronic mail systems. General works. Text messages (Cell phone systems) Short Message Services (SMS) has been in demand and important in the telecommunication industry. The type of communication benefits many parties in terms of simple and speedy delivery in addition to saving cost. Telekom Malaysia has no exceptions in introducing this type of service to the public. In the last two years, Fixed Line SMS was introduced to the interested parties. This study aims at looking at the level of customer satisfactions of using Fixed Line SMS and three service quality dimensions are chosen to measure the satisfaction, namely service reliability, responsiveness and empathy. Respondents are Fixed Line SMS customers residing in Johor Bharu areas and they have responded to the questionnaires, which convey their perceptions and grievances as well as suggestions on the service. The result of the study shows that out of the three dimensions, empathy is the main factor contributing to the satisfaction of the TELEKOM Fixed Line SMS. It is to the TELEKOM staff advantage to ensure that they keep on sustaining "empathy" in their service but improving service reliability and responsiveness, if they were to keep their customers happy and loyal to TELEKOM. In addition to an increase in promotion to inform the public about the existing of the service, the pricing strategy should be revised to keep competition at bay. 2005 Thesis https://ir.uitm.edu.my/id/eprint/70589/ https://ir.uitm.edu.my/id/eprint/70589/1/70589.pdf text en public degree UiTM Cawangan Johor Faculty of Business Management Che Mahmood, Che Faridah Ngah, Rohana Abdul Rahman, Zanariah Ahmad, Zailati
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Che Mahmood, Che Faridah Ngah, Rohana Abdul Rahman, Zanariah Ahmad, Zailati
topic	Consumer satisfaction Consumer satisfaction
spellingShingle	Consumer satisfaction Consumer satisfaction Ramli, Nurul Aziah Customer's satisfaction towards fixed line SMS in Johor Bahru area / Nurul Aziah Ramli
description	Short Message Services (SMS) has been in demand and important in the telecommunication industry. The type of communication benefits many parties in terms of simple and speedy delivery in addition to saving cost. Telekom Malaysia has no exceptions in introducing this type of service to the public. In the last two years, Fixed Line SMS was introduced to the interested parties. This study aims at looking at the level of customer satisfactions of using Fixed Line SMS and three service quality dimensions are chosen to measure the satisfaction, namely service reliability, responsiveness and empathy. Respondents are Fixed Line SMS customers residing in Johor Bharu areas and they have responded to the questionnaires, which convey their perceptions and grievances as well as suggestions on the service. The result of the study shows that out of the three dimensions, empathy is the main factor contributing to the satisfaction of the TELEKOM Fixed Line SMS. It is to the TELEKOM staff advantage to ensure that they keep on sustaining "empathy" in their service but improving service reliability and responsiveness, if they were to keep their customers happy and loyal to TELEKOM. In addition to an increase in promotion to inform the public about the existing of the service, the pricing strategy should be revised to keep competition at bay.
format	Thesis
qualification_level	Bachelor degree
author	Ramli, Nurul Aziah
author_facet	Ramli, Nurul Aziah
author_sort	Ramli, Nurul Aziah
title	Customer's satisfaction towards fixed line SMS in Johor Bahru area / Nurul Aziah Ramli
title_short	Customer's satisfaction towards fixed line SMS in Johor Bahru area / Nurul Aziah Ramli
title_full	Customer's satisfaction towards fixed line SMS in Johor Bahru area / Nurul Aziah Ramli
title_fullStr	Customer's satisfaction towards fixed line SMS in Johor Bahru area / Nurul Aziah Ramli
title_full_unstemmed	Customer's satisfaction towards fixed line SMS in Johor Bahru area / Nurul Aziah Ramli
title_sort	customer's satisfaction towards fixed line sms in johor bahru area / nurul aziah ramli
granting_institution	UiTM Cawangan Johor
granting_department	Faculty of Business Management
publishDate	2005
url	https://ir.uitm.edu.my/id/eprint/70589/1/70589.pdf
_version_	1783735939645833216

Customer's satisfaction towards fixed line SMS in Johor Bahru area / Nurul Aziah Ramli

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