Tài liệu consumersatisfactionservey-casestudy pdf

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CONSUMER SATISFACTION SURVEY

(FEBRUARY-APRIL 2001)

SUMMARY REPORT

I. OBJECTIVE

• The objectives of this study are:

¾ To determine the level of customer satisfaction on overall performance

and customer service provided by the telecommunications,

broadcasting and Internet access services;

¾ To identify which areas of the service provided have the lowest and the

highest impact on customer satisfaction;

¾ To measure and evaluate the satisfaction level of customers at the

various national level.

II. SUMMARY OF FINDINGS

A. BROADCASTING - TELEVISION

• There are 6 TV stations in Malaysia. With exceptions of Mega TV (lowest

penetration), all 5 TV stations have sufficient sample size for analysis. They

are:

Free-to-air TV

¾ TV 1, TV 2, TV3 and NTV7

Subscription TV

¾ ASTRO