Kehendak dan kepuasan pelanggan IPTA terhadap perkhidmatan telekomunikasi Maxis
This study examined the customer satisfaction on Maxis Services using Importance- Performance Analysis (IPA) and Penalty Rewards Contrast Analysis. 325 respondents from public higher education institution (PHEI) students were selected randomly. The instrument of this study is questionnaire that c...
| Main Authors: | , , , , , , |
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| Format: | Article |
| Published: |
Penerbit ukm
2008
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| Online Access: | http://journalarticle.ukm.my/1851/ http://journalarticle.ukm.my/1851/ |
| Summary: | This study examined the customer satisfaction on Maxis Services using Importance-
Performance Analysis (IPA) and Penalty Rewards Contrast Analysis. 325 respondents from
public higher education institution (PHEI) students were selected randomly. The instrument of
this study is questionnaire that contains seven factors for analysis including service cost,
network coverage, network promotion, customer counter services, website customer services,
operator services and other services. This study observed the level of importance and
satisfaction of customers on the attributes stated using 1 to 7 Likert’s scale. The result shows
that there are some factors that need more emphasis and improvements to achieve customer’s
satisfaction and hence increase Maxis quality of services in Malaysia |
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