"Factors that influence customer satisfaction towards tm Streamyx Services" / Nadrah Nasruddin

Abstract

Streamyx is Malaysia's broadband access service which is perpetually connected to the Internet with speed bandwidths of 512k up to 2mbps. With this high-speed connectivity, the Streamyx is an ideal tool to support most broadband applications such as, web hosting, video streaming, e-commerce, distance learning and others This project paper in done to determine the level of satisfaction towards TM Streamyx services, to identify the drivers that influence customer satisfaction towards TM Streamyx and to provide recommendation on how to deliver better services in order to increase customer retention rate. This study use descriptive data. Based on the result and findings majority of the respondents are agree with the quality of service, counter of customers' complaint, call centre and physical facilities. They choose to answer agree because most of the respondents are staff of TM Point, Menara Rebung. However, the staff still needs a training and workshop to maintain their customers' satisfaction. Other than that, the result and findings for pricing of TM Streamyx shows that most of the customers are disagree with the pricing of TM Streamyx because the customers' perceived that the price are not competitive. In order to solve the price problem, the company should offer competitive price and at the same time retain the quality of service and product offered, definitely the customers would be loyal to the company