UniFi high speed broadband: an empirical analysis of customer satisfaction in Malaysia / Nafizah Ramli

This study measured customer satisfaction from the perspective of Malaysian consumers towards high speed broadband. UniFi is a product of Telekom Malaysia that offers high speed broadband to Malaysian consumers. The objective of this study is to identify the expectations of UniFi customers, to deter...

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Main Author:	Ramli, Nafizah
Format:	Thesis
Language:	English
Published:	2012
Subjects:	Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/64894/1/64894.pdf
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id	my-uitm-ir.64894
record_format	uketd_dc
spelling	my-uitm-ir.648942023-04-19T03:33:44Z UniFi high speed broadband: an empirical analysis of customer satisfaction in Malaysia / Nafizah Ramli 2012 Ramli, Nafizah Consumer satisfaction Quality of service (Computer networks). Computer network management This study measured customer satisfaction from the perspective of Malaysian consumers towards high speed broadband. UniFi is a product of Telekom Malaysia that offers high speed broadband to Malaysian consumers. The objective of this study is to identify the expectations of UniFi customers, to determine the level of customer satisfaction and to rank which factors influence customer satisfaction the most based on price, stability, speed and customer support and services factors. Theoretical study, empirical study and analysis are the approach used in this study. To measure the customer satisfaction, a set of questionnaire to collect relevant information was created comprising all the important variables. Altogether 104 respondents participated in the survey. Respondents were asked to rate their satisfaction level on UniFi. The collected data were analysed by using SPSS technique namely frequency analysis, descriptive analysis and Kendall's W test. Based on the finding, price, speed and stability meets Malaysian customer expectation, while customer support and service is slightly below expectation. As for customer satisfaction level, customers are satisfied with price, speed and customer support and services while dissatisfied with stability factors. Result showed that speed factor is the most influential factor followed by price, customer support and service and stability factors. Based on the result, Telekom Malaysia should improve their service in the area that they lack of to ensure customer satisfaction towards UniFi. Future work should broaden the scope of study in order to explore other possible factors that may influence customer satisfaction. 2012 Thesis https://ir.uitm.edu.my/id/eprint/64894/ https://ir.uitm.edu.my/id/eprint/64894/1/64894.pdf text en public masters Universiti Teknologi MARA (UiTM) Faculty of Computer and Mathematical Sciences Mohd Ariffin, Nor Hapiza
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Mohd Ariffin, Nor Hapiza
topic	Consumer satisfaction Consumer satisfaction
spellingShingle	Consumer satisfaction Consumer satisfaction Ramli, Nafizah UniFi high speed broadband: an empirical analysis of customer satisfaction in Malaysia / Nafizah Ramli
description	This study measured customer satisfaction from the perspective of Malaysian consumers towards high speed broadband. UniFi is a product of Telekom Malaysia that offers high speed broadband to Malaysian consumers. The objective of this study is to identify the expectations of UniFi customers, to determine the level of customer satisfaction and to rank which factors influence customer satisfaction the most based on price, stability, speed and customer support and services factors. Theoretical study, empirical study and analysis are the approach used in this study. To measure the customer satisfaction, a set of questionnaire to collect relevant information was created comprising all the important variables. Altogether 104 respondents participated in the survey. Respondents were asked to rate their satisfaction level on UniFi. The collected data were analysed by using SPSS technique namely frequency analysis, descriptive analysis and Kendall's W test. Based on the finding, price, speed and stability meets Malaysian customer expectation, while customer support and service is slightly below expectation. As for customer satisfaction level, customers are satisfied with price, speed and customer support and services while dissatisfied with stability factors. Result showed that speed factor is the most influential factor followed by price, customer support and service and stability factors. Based on the result, Telekom Malaysia should improve their service in the area that they lack of to ensure customer satisfaction towards UniFi. Future work should broaden the scope of study in order to explore other possible factors that may influence customer satisfaction.
format	Thesis
qualification_level	Master's degree
author	Ramli, Nafizah
author_facet	Ramli, Nafizah
author_sort	Ramli, Nafizah
title	UniFi high speed broadband: an empirical analysis of customer satisfaction in Malaysia / Nafizah Ramli
title_short	UniFi high speed broadband: an empirical analysis of customer satisfaction in Malaysia / Nafizah Ramli
title_full	UniFi high speed broadband: an empirical analysis of customer satisfaction in Malaysia / Nafizah Ramli
title_fullStr	UniFi high speed broadband: an empirical analysis of customer satisfaction in Malaysia / Nafizah Ramli
title_full_unstemmed	UniFi high speed broadband: an empirical analysis of customer satisfaction in Malaysia / Nafizah Ramli
title_sort	unifi high speed broadband: an empirical analysis of customer satisfaction in malaysia / nafizah ramli
granting_institution	Universiti Teknologi MARA (UiTM)
granting_department	Faculty of Computer and Mathematical Sciences
publishDate	2012
url	https://ir.uitm.edu.my/id/eprint/64894/1/64894.pdf
_version_	1783735524341579776

UniFi high speed broadband: an empirical analysis of customer satisfaction in Malaysia / Nafizah Ramli

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