Content

1.0 Introduction to Consumer Satisfaction

Page

1-5

2.0 Customer Satisfaction

6-11

3.0 Research Methodology

11 - 13

4.0 Findings & Discussions

5.0Conclusion & Recommendation

6.0 References

14-26

26-27

28-29

7.0 Turnitin Report

8.0 Appendix

Abstract
The study examined the customer satisfaction, customer expectation, service satisfaction towards
Digi and Maxis Company. To meet with these objectives, a survey triangulated quantitative

research method were adopted which consisted of a total of 60 participants of 30 from Digi and
30 from Maxis in the city of Petaling Jaya, Kuala Lumpur.from the observation Maxis customer
satisfy with their services compare to Digi. More ever, customers expecting more from both
companies. Digi and Maxis should make some improvement towards making their customer
happy with their services and to develop in the future.
This, study presented us with a theoretical and conceptual framework which acted as a guide that
was strictly followed in this research in determining the factors that add to customer experience
satisfaction the service industry.
KEYWORDS: Customers satisfaction, service satisfaction, and Customer expectation.

Acknowledgement
My heart-felt gratitude goes to Ms Vimala, my project supervisor, whose has guided me every
step of the way. Her undying effort in helping me prevails, and without her guidance the task at
hand could be much more difficult to complete.

I would also like to thank my friends and respondents in this research project for their guidance,
support and valuable ideas in enhancing the quality of this research report.
Special thanks to Mr. Robert were so concerned in their endeavour in making every one of our
projects successful.
I would mostly like to extend my outmost gratitude to my family especially my parents, for their
financial and emotional support towards me in attaining this degree programme.
Last but not least, I would also like to thank God for the many blessings, and his endeavours to
keep me strong in this three years of tertiary education degree and give me life to attain it.