The study of customer satisfaction towards broadband services in Peninsular Malaysia

Zainuddin, Mohamad Zikri (2019) The study of customer satisfaction towards broadband services in Peninsular Malaysia. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

Nowadays, into the new era of convergence between the wireless network, broadband Internet and the data sector, it had boosted the rapid growth of telecommunications industry. Information and communication technology (l.C.T) become an important criteria in fast changing telecommunication world as it had significant contribution in several areas for the purpose to enhance the services. Customer satisfaction is commonly being classified as the main contributor in the creation of wealth in a firm. Therefore the targeted for this research to identify the factor influence customer satisfaction towards broadband services. This research also to measure the relationship between customer satisfaction between broadband services. This study had been mainly adopted from SERVQUAL model. Thus, tangible, reliability, responsiveness, assurance, empathy and income were focused factors in this research. This research used a quantitative method and will distributed a questionnaire to respondent because to identify their satisfaction about broadband services. This questionnaire will distributed to all user broadband and experience user broadband in peninsular Malaysia. The analysis was conducted using the Statistical Package for Social Science (SPSS) with a total 384 respondent. The close ended questions questionnaire distributed to the respondent. Data will analyze using pearson correlation and multiple regression analysis.

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