Online Complaints System for TM Perlis Customers

The purpose of this report is to propose a new complaints system for TM (Telekom
Malaysia) Perlis that is online complaints system for TM Perlis customer. The online
complaints system is called Online Complaints System fot: TM Perlis Customers. The
objective of Online Complaints System for TM Perlis Customers is to introduce TM
~ Perlis environment as well as TM' s staffs to easy, attractive and interesting business
model that is online complaints system. This report is also presenting the findings of
rough analysis on online complaints system based on the literature works. Thl:l fipdings
can be viewed at Literature Review section.
How businesses resolve customer complaining behavior effectively has been considered a
"defensive marketing" strategy which diminishes customer dissatisfaction. Handling
customer dissatisfaction accompanies Web customer complaint management, which
might be the critical issue for online customer service solutions
On overall this interim report lays out the framework of Online Complaints System for
TM Perlis Customers. The first part of the report will explain on the introduction to the
project, including the Background, Problem Statement and Objectives and Scope of
Study. The second part of this report represents the Literature Review while mechanism
on developing the project is being discuss in the third part, that's is Methodology or
Project Work. The fourth section of this report discusses on the Results and Discussion
and lastly, the Conclusion and Recommendation can be found on the fifth and last
section.
The research findings suggest that e-businesses especially TM Pedis should I) provide
excellent online customer services because customer service is the most important factor
in online customer satisfaction; 2) respond to customers' requests/complaints fast because
the response speed is more important in online customer satisfaction than offline; and 3)
employ strategies that are appropriate for the product category in question.