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:	https://ir.uitm.edu.my/id/eprint/939/1/TD_PADILAH%20MD%20YUNUS%2005_5%201.pdf
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id	my-uitm-ir.939
record_format	uketd_dc
spelling	my-uitm-ir.9392016-06-08T06:19:49Z A study of customer satisfaction level at Telekom Malaysia / Padilah Hj. Md. Yunus 2005 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 https://ir.uitm.edu.my/id/eprint/939/ https://ir.uitm.edu.my/id/eprint/939/1/TD_PADILAH%20MD%20YUNUS%2005_5%201.pdf text en public degree Universiti Teknologi MARA Faculty of Computer and Mathematical Sciences
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
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
qualification_level	Bachelor degree
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
granting_institution	Universiti Teknologi MARA
granting_department	Faculty of Computer and Mathematical Sciences
publishDate	2005
url	https://ir.uitm.edu.my/id/eprint/939/1/TD_PADILAH%20MD%20YUNUS%2005_5%201.pdf
_version_	1783732967773831168

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

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