An improvement of customer adoption of using Self-Service Technologies (SST) At TMPoint Johor

This study focuses on the improvement of customer adoption of using self-service technologies (SST) at TMpoint Johor. Self-service technologies (SSTs) have become an important platform for every company today. Not only to reduce costs but also because it has become a competitive advantage for the co...

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Main Author:	Ruslan, Mohd. Khairudin
Format:	Thesis
Language:	English
Published:	2022
Subjects:	HE Transportation and Communications
Online Access:	http://eprints.utm.my/id/eprint/101729/1/MohdKhairudinRuslanMAHIBS2022.pdf
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id	my-utm-ep.101729
record_format	uketd_dc
spelling	my-utm-ep.1017292023-07-09T01:19:58Z An improvement of customer adoption of using Self-Service Technologies (SST) At TMPoint Johor 2022 Ruslan, Mohd. Khairudin HE Transportation and Communications This study focuses on the improvement of customer adoption of using self-service technologies (SST) at TMpoint Johor. Self-service technologies (SSTs) have become an important platform for every company today. Not only to reduce costs but also because it has become a competitive advantage for the company in the industry. SST benefits both customers and businesses. Telekom also introduced its self-service technology called the Myunifi app. However, this application has low acceptance from its customers. There are three objectives: to identify the issues and the main problem with the low acceptance of the Myunifi app in TMpoint Johor, to suggest an additional process flow to increase Myunifi (SST) registration among TM customers, and to suggest an awareness program on the importance of Myunifi apps in TMpoint Johor. The data analysis method used in this study creates research questions and finds answers to them in the qualitative analysis. Interview questions for problem identification and after intervention questions will be analyzed through thematic analysis. The interview session was conducted involving two customer service officers from TMpoint. It was found that the factors contributing to the issue are a lack of awareness of the benefits of using the app and a deficiency of knowledge in IT among TM customers. There is a difference between before and after the intervention as the numbers of customers using the applications increase. 2022 Thesis http://eprints.utm.my/id/eprint/101729/ http://eprints.utm.my/id/eprint/101729/1/MohdKhairudinRuslanMAHIBS2022.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:147525 masters Universiti Teknologi Malaysia Azman Hashim International Business School
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HE Transportation and Communications
spellingShingle	HE Transportation and Communications Ruslan, Mohd. Khairudin An improvement of customer adoption of using Self-Service Technologies (SST) At TMPoint Johor
description	This study focuses on the improvement of customer adoption of using self-service technologies (SST) at TMpoint Johor. Self-service technologies (SSTs) have become an important platform for every company today. Not only to reduce costs but also because it has become a competitive advantage for the company in the industry. SST benefits both customers and businesses. Telekom also introduced its self-service technology called the Myunifi app. However, this application has low acceptance from its customers. There are three objectives: to identify the issues and the main problem with the low acceptance of the Myunifi app in TMpoint Johor, to suggest an additional process flow to increase Myunifi (SST) registration among TM customers, and to suggest an awareness program on the importance of Myunifi apps in TMpoint Johor. The data analysis method used in this study creates research questions and finds answers to them in the qualitative analysis. Interview questions for problem identification and after intervention questions will be analyzed through thematic analysis. The interview session was conducted involving two customer service officers from TMpoint. It was found that the factors contributing to the issue are a lack of awareness of the benefits of using the app and a deficiency of knowledge in IT among TM customers. There is a difference between before and after the intervention as the numbers of customers using the applications increase.
format	Thesis
qualification_level	Master's degree
author	Ruslan, Mohd. Khairudin
author_facet	Ruslan, Mohd. Khairudin
author_sort	Ruslan, Mohd. Khairudin
title	An improvement of customer adoption of using Self-Service Technologies (SST) At TMPoint Johor
title_short	An improvement of customer adoption of using Self-Service Technologies (SST) At TMPoint Johor
title_full	An improvement of customer adoption of using Self-Service Technologies (SST) At TMPoint Johor
title_fullStr	An improvement of customer adoption of using Self-Service Technologies (SST) At TMPoint Johor
title_full_unstemmed	An improvement of customer adoption of using Self-Service Technologies (SST) At TMPoint Johor
title_sort	improvement of customer adoption of using self-service technologies (sst) at tmpoint johor
granting_institution	Universiti Teknologi Malaysia
granting_department	Azman Hashim International Business School
publishDate	2022
url	http://eprints.utm.my/id/eprint/101729/1/MohdKhairudinRuslanMAHIBS2022.pdf
_version_	1776100757567700992

An improvement of customer adoption of using Self-Service Technologies (SST) At TMPoint Johor

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