Dissatisfaction of Telekom customers towards billing problems (Pahang Timur Region) / Khairol Amin Mohd Tahir

Ds Charges and customer service are the dominant measure by which telecommunication companies differentiate themselves in the marketplace, as they try lo gain customer satisfaction, market share and increase profits. (Leonard L Beny, A. Parasuraman; 1998) As a major thrust of Telekom in getting read...

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Main Author:	Mohd Tahir, Khairol Amin
Format:	Thesis
Language:	English
Published:	2000
Subjects:	Telecommunication industry Telegraph Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/75762/1/75762.pdf
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id	my-uitm-ir.75762
record_format	uketd_dc
spelling	my-uitm-ir.757622023-06-19T02:07:33Z Dissatisfaction of Telekom customers towards billing problems (Pahang Timur Region) / Khairol Amin Mohd Tahir 2000 Mohd Tahir, Khairol Amin Telecommunication industry. Telegraph Consumer satisfaction Customer services. Customer relations Consumer complaints. Complaint letters Ds Charges and customer service are the dominant measure by which telecommunication companies differentiate themselves in the marketplace, as they try lo gain customer satisfaction, market share and increase profits. (Leonard L Beny, A. Parasuraman; 1998) As a major thrust of Telekom in getting ready on competitive market is to improve its customer services; so they had available Meter Complaint Department in regards to analysts, investigate and handle the customer problem. The billing problem, the focus of this study, will see how Overcharging bills towards the customer will affect the customer satisfaction. Telekom Malaysia Berhad needs to handle those complaints that they receive regarding the bills problem. Is it customer satisfied the way the department handle their problem? What customer expected to get when they were making a complaint? Is it Customer still loyal when facing those inconveniences? Equal Access', which gives users the choice of using any one of five fixed line operators in the country, effectively breaks Telekom' s monopoly in the business. Customer no more loyal to one's telephony since there got many choices in Equal Access. The billing problem will affect the customer loyalty. The research has discovered the seriousness of the billing problems faced by Telekom customers. It also determines the factors that influences customer's satisfaction/ dissatisfaction towards Telekom Billing System. The study had distinguished that; Telekom Billing problems that faced by the customer are independent towards customer satisfactions. This shows that billing problem were not the only determinant in determining customer satisfactions. 2000 Thesis https://ir.uitm.edu.my/id/eprint/75762/ https://ir.uitm.edu.my/id/eprint/75762/1/75762.pdf text en public degree Universiti Teknologi MARA, Kelantan Faculty of Business and Management Muda, Mohd. Nasir
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Muda, Mohd. Nasir
topic	Telecommunication industry Telegraph Consumer satisfaction Telecommunication industry Telegraph Telecommunication industry Telegraph
spellingShingle	Telecommunication industry Telegraph Consumer satisfaction Telecommunication industry Telegraph Telecommunication industry Telegraph Mohd Tahir, Khairol Amin Dissatisfaction of Telekom customers towards billing problems (Pahang Timur Region) / Khairol Amin Mohd Tahir
description	Ds Charges and customer service are the dominant measure by which telecommunication companies differentiate themselves in the marketplace, as they try lo gain customer satisfaction, market share and increase profits. (Leonard L Beny, A. Parasuraman; 1998) As a major thrust of Telekom in getting ready on competitive market is to improve its customer services; so they had available Meter Complaint Department in regards to analysts, investigate and handle the customer problem. The billing problem, the focus of this study, will see how Overcharging bills towards the customer will affect the customer satisfaction. Telekom Malaysia Berhad needs to handle those complaints that they receive regarding the bills problem. Is it customer satisfied the way the department handle their problem? What customer expected to get when they were making a complaint? Is it Customer still loyal when facing those inconveniences? Equal Access', which gives users the choice of using any one of five fixed line operators in the country, effectively breaks Telekom' s monopoly in the business. Customer no more loyal to one's telephony since there got many choices in Equal Access. The billing problem will affect the customer loyalty. The research has discovered the seriousness of the billing problems faced by Telekom customers. It also determines the factors that influences customer's satisfaction/ dissatisfaction towards Telekom Billing System. The study had distinguished that; Telekom Billing problems that faced by the customer are independent towards customer satisfactions. This shows that billing problem were not the only determinant in determining customer satisfactions.
format	Thesis
qualification_level	Bachelor degree
author	Mohd Tahir, Khairol Amin
author_facet	Mohd Tahir, Khairol Amin
author_sort	Mohd Tahir, Khairol Amin
title	Dissatisfaction of Telekom customers towards billing problems (Pahang Timur Region) / Khairol Amin Mohd Tahir
title_short	Dissatisfaction of Telekom customers towards billing problems (Pahang Timur Region) / Khairol Amin Mohd Tahir
title_full	Dissatisfaction of Telekom customers towards billing problems (Pahang Timur Region) / Khairol Amin Mohd Tahir
title_fullStr	Dissatisfaction of Telekom customers towards billing problems (Pahang Timur Region) / Khairol Amin Mohd Tahir
title_full_unstemmed	Dissatisfaction of Telekom customers towards billing problems (Pahang Timur Region) / Khairol Amin Mohd Tahir
title_sort	dissatisfaction of telekom customers towards billing problems (pahang timur region) / khairol amin mohd tahir
granting_institution	Universiti Teknologi MARA, Kelantan
granting_department	Faculty of Business and Management
publishDate	2000
url	https://ir.uitm.edu.my/id/eprint/75762/1/75762.pdf
_version_	1783736081926062080

Dissatisfaction of Telekom customers towards billing problems (Pahang Timur Region) / Khairol Amin Mohd Tahir

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