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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| Format: | Thesis |
| Language: | English |
| Published: |
2005
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| Online Access: | https://ir.uitm.edu.my/id/eprint/939/ |
| _version_ | 1848802435483566080 |
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| author | Md. Yunus, Padilah |
| author_facet | Md. Yunus, Padilah |
| author_sort | Md. Yunus, Padilah |
| building | UiTM Institutional Repository |
| collection | Online Access |
| 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. |
| first_indexed | 2025-11-14T21:23:18Z |
| format | Thesis |
| id | uitm-939 |
| institution | Universiti Teknologi MARA |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T21:23:18Z |
| publishDate | 2005 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | uitm-9392016-06-08T06:19:49Z https://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 https://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. (2005) Degree thesis, thesis, Universiti Teknologi MARA. |
| spellingShingle | Malaysia Malaysia Md. Yunus, Padilah A study of customer satisfaction level at Telekom Malaysia / Padilah Hj. Md. Yunus |
| title | 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_short | 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 |
| topic | Malaysia Malaysia |
| url | https://ir.uitm.edu.my/id/eprint/939/ |