TAILIEUCHUNG - consumersatisfactionservey-casestudy

Tham khảo tài liệu 'consumersatisfactionservey-casestudy', kinh doanh - tiếp thị, quản trị kinh doanh phục vụ nhu cầu học tập, nghiên cứu và làm việc hiệu quả | 4 Suruhanjaya Komunikasi dan Multimedia Malaysia Malaysian Communications and Multimedia Commission CONSUMER SATISFACTION SURVEY FEBRUARY-APRIL 2001 SUMMARY REPORT I. OBJECTIVE The objectives of this study are To determine the level of customer satisfaction on overall performance and customer service provided by the telecommunications broadcasting and Internet access services To identify which areas of the service provided have the lowest and the highest impact on customer satisfaction 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 TV 1 TV 2 TV3 and NTV7 Subscription TV ASTRO 1 The following table outlines the key findings BROADCASTING -TV STATIONS CUSTOMER SATISFACTION INDEX CSI - 1- 10 SCALE HIGH PRIORITY AREAS TO IMPROVE IMPORTANCE AND CSI MOST OFTEN WATCHED TV STATIONS BY ADULTS IN MALAYSIAN HOUSEHOLDS FREE-TO-AIR TV Transmission Quality Content quality 31 TV 1 TV 2 Content quality 33 TV 3 None 83 NTV 7 None 42 SUBSCRIPTION TV None 9 ASTRO FREE-TO-AIR TV STATIONS On national level TV 3 is the most often watched free-to-air channel in Malaysia followed by NTV 7 TV 2 and TV 1. All TV stations except TV 2 have CSI score above 7. TV 2 s CSI score is lower at . SUBSCRIPTION TV STATION Astro s CSI score is . 2 B. BROADCASTING - RADIO The survey covered more than 35 radio stations across Malaysia. 8 stations with highest penetration sample size of more than 50 for each station are selected for detailed analysis as follows BROADCASTING -RADIO STATIONS CUSTOMER SATISFACTION INDEX CSI - 1- 10 SCALE HIGH PRIORITY AREAS TO IMPROVE IMPORTANCE AND CSI MOST OFTEN LISTENED RADIO STATION BY ADULTS IN MALAYSIAN HOUSEHOLDS ERA None 33 RADIO 3 None 20 RADIO MUSIC Content .

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