location and employment variables showed weak relationship. billing. factors influencing satisfaction and the relationship between satisfaction and demographics.ABSTRACT • Customer satisfaction is a fundamental marketing construct in the last three decades. • This study aimed at investigation the overall customer satisfaction of the mobile telecoms industry in Malaysia. gender. • However. . it was unpopular and unaccepted concept because companies thought it was more important to gain new customers than retain the existing ones. in this present decade. validity period and customer support (mobile services attributes) showed strong relationship with satisfaction while age. • In the past. • The combination of network quality. companies have gained better understanding of the importance of customer satisfaction (especially service producing companies) and adopted it as a high priority operational goal.

• I want to test the hypothesis whether there is a problem to achieve customer’s satisfaction in DiGi Telecommunications Sdn. Survey will be taken to know the customers satisfaction.STATEMENT OF THE PROBLEM • A focus of quality is crucial to service business and it has acted as a basic for organization to survive the competition. This will be in descriptive research where the objectives will find out from the market by asking the customers about their views.. customer satisfaction in the context of Malaysia. . get society’s acceptance • Customer satisfaction is positively related with product and service quality • The present study will investigate the relationship among product and service quality. Celcom Axiata Berhad and Maxis Berhad and affecting on the target of achievement of the company’s objectives. Bhd.

• To study welfare activities of the company. • To know the customers behavior and response towards three telecommunication companies • To find out the factors influencing the customers. • To know the expectations of customers while connecting with three telecommunication companies. • To know the activities and facilities provided by company to satisfy customers. • To give remedial measures that can be implemented by three telecommunication companies .OBJECTIVES OF THE STUDY • To know the customers satisfaction level of three telecommunication companies.

service and promotional activities in order to know the customer attitude towards its product. • Every company wants the feedback of their customer about the product.SCOPE OF THE STUDY • The scope of the project report is to study the level customer satisfaction of DiGi Telecommunications Sdn. Bhd.. price. Celcom Axiata Berhad and Maxis Berhad.. • This study might give clear idea about the level of customer satisfaction of DiGi Telecommunications Sdn. Celcom Axiata Berhad and Maxis Berhad. . Bhd.

has been fundamental to marketing for over three decades. which leads to improved profits.. 1999). as a construct. Peterson and Wilson estimated the amount of academic and trade articles on customer satisfaction to be over 15. • This trend continued and by 1992. • Increasing customer satisfaction has been shown to directly affect companies’ market share. Heskett et al. 1996. positive recommendation.000. Keith (1960) defined marketing as “satisfying the needs and desires of the consumer”. • As early as 1960. • Hunt (1982) reported that by the 1970s. 1997). interest in customer satisfaction had increase to such an extent that over 500 studies were published. .LITERATURE REVIEW CUSTOMER SATISFACTION • Customer satisfaction. lower marketing expenditures (Reichheld. and greatly impact the corporate image and survival (Pizam and Ellis.

1988). . 1977. Tse and Wilton.LITERATURE REVIEW DEFINITION • Parker and Mathew (2001) expressed that there are two basic definitional approaches of the concept of customer satisfaction. p. • These two approaches are complementary. Olson and Dover. • Customer satisfaction as a process is defined as an evaluation between what was received and what was expected (Oliver. 4). 1981. emphasizing the perceptual. 1979. evaluative and psychological processes that contribute to customer satisfaction (Vavra. as often one depends on the other. 1997. • The first approach defines satisfaction as a process and the second approach defines satisfaction as an outcome of a consumption experience.

2. 1981). 1943) or by their behavior aimed at achieving the relevant goals (Vroom. Emotion: Satisfaction is viewed as the surprise element of product or service purchase and or consumption experiences (Oliver.LITERATURE REVIEW Parker and Mathews (2001) expressed that attention has been focused on the nature of satisfaction of the outcome approach which include: 1. However. 1964). “Satisfaction-aspleasure” results from positive reinforcement. State: Oliver (1989) expressed that there are four framework of satisfaction. satisfaction can be either way viewed as the end-point in the motivational process. and “satisfaction-as-relief” results from negative reinforcement . which relates to reinforcement and arousal. where the product or service is adding to an aroused resting state. or is an affective response to a specific consumption experience (Westbrook and Reilly. 3. . Fulfillment: The theories of motivation state that people are driven by the desire to satisfy their needs (Maslow. 1983).


and • H1C: Tangible has a significant and positive effect on Service quality. • H1B: Assurance has a significant and positive effect on Service Quality. • H1D: Empathy has a significant and positive effect on Service quality • H1E: Responsiveness has a significant and positive effect on Service quality • H2A: Service Quality has a significant and positive effect on Customers Satisfaction .CONCEPTUAL FRAMEWORK • H1A: Reliability has a significant and positive effect on Service quality.

• The survey is to be done by personal interview.RESEARCH METHODOLOGY • The data will collect through survey. • Questionnaire as instrument of the research as a formalized instrument would give the respondents and the researchers a fixed pattern to conduct a survey. The information will be collected directly from respondents. • The questionnaire is structured. as it would provide better means of recording the information. The measurement technique used was a questionnaire. where the information collects directly from respondents in face-to-face situation. .

This number is chosen taking into consideration on the time limit and inadequacy of manpower for the survey. This population is from Kuala Lumpur.SAMPE SIZE SAMPE SIZE • The sample contains 100 respondents. .

school. . and super market in Klang Velly area.SAMPLING METHOD SAMPLING METHOD • The sampling method is non-probability in this survey we will use judgmental sampling. hospital. home. and college. The respondents shall be interviewed in their work areas such as office.

QUESTIONNAIRE CUSTOMER SATISFACTION SURVEY Section A 1. Which of the following age category are you?  16-25  26-40  41-55  56-65  66-75 2. Please indicate your gender  Male  Female .

Which of the following indicate your type of employment  Public employment  Private employment  Self-employment  Student  Unemployed .QUESTIONNAIRE 3.

Which of the mobile operators do you subscribe to?  Digi  Celcom  Maxis  Others 5. Please rate your satisfaction this Very Satisfie Dissatisfie ofVery d d dissatisfied   service on the satisfied following: No opinion Network availability           Billing                     Validity period .QUESTIONNAIRE   • Section B: 4.

how satisfied are you on the Very Satisfied Dissatisfie Very following: satisfied d dissatisfied No opinion   Overall customer care service Ability to get attendant quickly                     Attitude of the attendant           Ability to provide a solution           .QUESTIONNAIRE   6. When you call to complain or query anything.

Overall.QUESTIONNAIRE 7. how satisfied are you with the use of this service  Very satisfied  Satisfied  Dissatisfied  Very dissatisfied  No opinion .