A study on customer satisfaction on Adam International Roaming Service / Norlaily Mohd Shariff

• Main Author: Mohd Shariff, Norlaily
• Format: Thesis
• Language: English
• Published: 1997
• Subjects: Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling; Consumer satisfaction; Customer services. Customer relations; Personnel management. Employment management; Business communication. Including business report writing, business correspondence
• Online Access: https://ir.uitm.edu.my/id/eprint/60601/1/60601.pdf; https://ir.uitm.edu.my/id/eprint/60601/

The advent of deregulation and competition in the mobile phone industry in Malaysia has brought significant challenges to both incumbent and new carriers alike. Competitive markets demand new innovative product packages and value added services. ADAM is a brand name of Sapura Digital, one of the mobile phone operators in Malaysia. At present, ADAM offers the most value added services compared with other mobile phone operators. One of its value added services is International Roaming which is an extended facility that allows subscribers to make and receive calls through their handphone in the countries which ADAM has roaming agreements with. In line with management plans to expand its International Roaming Service, a customer satisfaction survey on this service must be carried out in order to provide a better understanding of the current service performance.