Measuring services quality

Measuring the services quality of Celcom Broadband in Politeknik Kota Kinabalu

Azrin Bin Jalasi
Jabatan Perdagangan
Politeknik Kota Kinabalu [e-mail] Noorain Imbug
Jabatan Perdagangan
Politeknik Kota Kinabalu
[e-mail]

Ramdan Ali
Jabatan Perdagangan
Politeknik Kota Kinabalu
[e-mail]

Abstract
The main focus of this study is to investigate the customers’ satisfaction towards the Celcom Broadband services quality in Politeknik Kota Kinabalu. The Celcom Broadband service quality has been measured through four(4) dimensions which are including Reliability, Tangibles, Empathy and Responsiveness. The results of this study has showed that the users of Celcom Broadband in Politeknik Kota Kinabalu had agreed that Celcom Broadband provides a good and satisfied physical elements during service delivery. The users also agreed that Celcom Berhad service personnel always easy to be contacted and making an effort to know the customers better. The Celcom service personnels also have been considered as responsive in serving the customers. Lastly but not least, the Celcom broadband services are considered reliable but need to be further improved.

1. Introduction
By 2010, the government hopes that 50 percent of household would have fast Internet access. At present, Deputy Prime Minister Datuk Seri Najib Razak said the broadband penetration rate stood at 12 percent for households or 5.5 millions in the country. Celcom Berhad is one of the 3G service providers currently operating in Malaysia. The other service providers are Maxis Communications, DiGi Telecomunications and U Mobile. Celcom has the widest 3G and HSPDA coverage in the country of 25 million people. The deployment of HSPDA by Celcom allows download speeds of up to 3.6 Mbps which is roughly 440KB/s. Therefore, to achieve government’s target of 50 percent of households would have fast Internet access, it is important to measure the quality of Celcom

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