Streamyx complain by customers: a case study of Telekom Malaysia Berhad / Mohd Syafiq Ishak

• Main Author: Ishak, Mohd Syafiq
• Format: Student Project
• Language: English
• Published: Faculty of Business and Management 2010
• Subjects: Online information services industry. Including Internet service providers; Consumer complaints. Complaint letters
• Online Access: http://ir.uitm.edu.my/id/eprint/25521/1/PPb_MOHD%20SYAFIQ%20ISHAK%20BM%20M%2010_5.pdf; http://ir.uitm.edu.my/id/eprint/25521/

The purpose of this study to determine the problem that have been faced by customers when using streamyx and action taken by TM to overcome complains and to suggest the alternative way to overcome such complaint that reported by customers. The number of TM customers in 2009 all around Malaysia is 1,712,909 and the number of complain received by TM is 20,933. The study shown the streamyx complain received from July 2009 until Dec 2009 all around Malaysia. There are 8 type of complain that have been reported by the customers such as difficult to connect (DSL blinking, DSL off), connected but cannot browse, frequent disconnection/ intermittent, no dial tone, Line is busy, slow connection, general - complain on service quality, and termination not satisfied with service. The highest complain that reported by customers is difficult to connect which is 10034 complain.