Su u ruhanjaya Komunikasi i dan Multimedia Malaysia S S ur ru u h h a an n j ja ay ya a K Ko o m mu u n n i ik ka as s i d d a an n M M u u l l t t i i m m e ed d i i a a M M a a l l a a y ys si i a a
Malaysian Com unications and Multimedia Com ission MMaallaayyssiiaannCCoommmmmuunniiccaattiioonnssaannddMMuullttiimmeeddiiaa CCoommmmimissssiioonn
Sum ary Report S Su um m m ma m ar r y y R R e ep po or r t t CONSUMER SATISFACTION SURVEY C C O O N N S S U U M M E ER R S SA AT TI IS S F F A A C C T T I I O O N N S S U U R RV VE EY Y
WAVE 5
W W A A V V E E 5 5
March – May y 20 3
M M a ar rc ch h – – M M a ay 2 20 0 0 03 0 3
1. EXECUTIVE SUMMARY ... 3
2. SAMPLING AND METHODOLOGY ... 4
2.1 TELECOMMUNICATIONS INDUSTRY - INDIVIDUAL STUDY... 4
2.2 TELECOMMUNICATIONS INDUSTRY - COMMERCIAL STUDY... 4
2.3 MEDIA INDUSTRY - INDIVIDUAL STUDY... 5
2.4 POSTAL INDUSTRY - INDIVIDUAL STUDY... 5
3. SUMMARY FINDINGS - CONSUMER SATISFACTION INDEX (CSI) ... 6
3.1 TELECOMMUNICATIONS INDUSTRY – INDIVIDUAL STUDY... 6
3.1.1 Fixed Line - Individual... 6
3.1.2 Mobile - Individual ... 6
3.1.3 Internet Access Service - Individual... 6
3.2 TELECOMMUNICATIONS INDUSTRY – COMMERCIAL STUDY... 6
3.2.1 Fixed Line – Commercial Study... 6
3.2.2 Internet Access Service – Commercial Study ... 6
3.3 MEDIA INDUSTRY – INDIVIDUAL STUDY... 7
3.3.1 Free to Air TV... 7
3.3.2 Satellite TV... 7
3.3.3 Radio... 7
3.4 POSTAL INDUSTRY – INDIVIDUAL STUDY... 8
3.4.1 Pos Malaysia and Pos Laju ... 8
3.4.1 Courier Services ... 8
4. INDUSTRY FINDINGS... 9
4.1 TELECOMMUNICATIONS - INDIVIDUAL STUDY... 9
4.1.1 Fixed Line – Individual Study... 9
4.1.2 Mobile Service – Individual Study... 10
4.1.3 Internet Access Service – Individual Study... 12
4.1.4 Awareness of MCMC... 13
4.2 TELECOMMUNICATIONS - COMMERCIAL STUDY... 14
4.2.1 Fixed Line ... 14
4.2.2 Equal Access and VOIP ... 15
4.2.3 Internet Access ... 16
4.2.4 Digital Signature Certification ... 17
4.2.5 Wireless Fidelity (WiFi) Hotspots... 17
4.2.6 E-Commerce... 17
4.2.7 Intranet... 17
4.2.8 The Mandatory Standard Quality of Service... 17
4.2.9 Awareness of MCMC... 17
4.3 MEDIA INDUSTRY - INDIVIDUAL STUDY... 18
4.3.1 Free-to-air television services – Individual Study ... 18
4.3.2 Satellite television services – Individual Study ... 20
4.3.3 Free-to-air radio services – Individual Study ... 22
4.4 POSTAL INDUSTRY - INDIVIDUAL STUDY... 24
4.4.1 Pos Malaysia Counter services – Individual Study... 24
4.4.1 Pos Laju Services – Individual Study... 25
4.4.1 Courier Services – Individual Study... 27
1. Executive Summary
A nation-wide independent survey was carried out in first half of 2003 to gauge levels of satisfaction on the various services provided by the communications and multimedia industry.
The survey measured perceptions of communications and multimedia services based on the experiences of the user. While perception can be influenced by personal prejudices, environment, hardware, publicity and advertising, these surveys were invaluable in highlighting areas for service improvement in respect of each service provider from a consumer‘s viewpoint.
Two surveys were conducted in 2001 through Taylor Nelson Sofres (TNS):
Wave 1 (February-April) and Wave 2 (August-October). Results of the surveys were released in June and November respectively.
For year 2002, the MCMC carried out two CSS (Waves 3 and 4) through TNS and School of Communication and Media Studies, Universiti Kebangsaan Malaysia (UKM). The fourth survey covered September to October 2002 and the results were released in December 2002.
UKM and TNS conducted the different sections of CSS Wave 5.
UKM conducted the survey to gauge and review the general satisfaction level relating to radio and TV (free to air and satellite) broadcasts, postal and courier services while TNS focused on the general consumer satisfaction level relating to mobile cellular services based on individual responses, fixed line telephone services and Internet access services based on individual and commercial responses. Wave 5 also included understanding consumers’
perception on other areas such as Equal Access, Voice-over Internet Protocol (VoIP), Audio-text Premium Service, 3G and Mandatory Quality of Service.
The CCS Wave 5 was completed in May 2003.
2. Sampling and Methodology
2.1 Telecommunications Industry - Individual Study
A random sample of 2,300 individuals (aged 13 years and above1) representing the population of country in urban and rural areas was covered by the survey.
The data is weighted to ensure that the sample is representative of Malaysian households: adults aged 18 years and above and youths aged between 13 and 17 years. In the report, unweighted sample sizes are shown to indicate the number of persons responding to the relevant questions.
Results are presented in terms of percentages and averages. The scoring index ranged between 1 (poor) and 10 (excellent) and is known as Consumer Satisfaction Index (CSI).
CSI = (Mean Performance + Mean Overall Satisfaction) ÷ 2
Length of each interview was between 30 and 40 minutes. The fieldwork period was from 19 March 2003 to 7 May 2003.
2.2 Telecommunications Industry - Commercial Study
Panel Quota Sampling was used where a total of 534 business units were interviewed in Wave 5 (May ‘03). Out of the total, 466 business units participated in Wave 4 (Sept ’02).
The sample was controlled by the number of fixed line service providers. The achieved sample size was as follows:
W2 (Sept ‘01) W3 (May ‘02) W4 (Sept 02) W5 (May 03)
DiGi 99 99 100 100
Celcom 105 103 104 102
Maxis 108 105 103 102
Telekom Malaysia 106 109 115 123
TT dotCom 113 112 109 107
Face-to-face interviews were conducted throughout Malaysia. The duration for each interview was between 30 and 40 minutes and the fieldwork period was carried out from 19 March 2003 to 7 May 2003
2.3 Media Industry - Individual Study
The study is a continuation of a longitudinal study to gauge consumer satisfaction with service quality and consumer service in the media industry.
Wave 5 focused on free-to-air television, satellite television and free-to-air radio services.
Two methodologies were used with a survey of 2,000 national samples collected quantitative data for the CSI and other consumer services. The survey samples were selected using the multi-staged probability technique using the Malaysian electoral list as the sampling frame.
For Wave 5, the minimum age of samples for the survey was lowered from 18 years to 15 years since early adolescents formed a significant portion of the media audience.
In the second method, focus group discussion was conducted after the completion of survey fieldwork with 70 informants between the ages of 13 and 17 years from the selected sampling blocks.
The duration of the study was from 15 February 2003 to 15 May 2003.
2.4 Postal Industry - Individual Study
The main purpose of the study is to gauge consumer satisfaction with service quality and consumer services provided by Pos Malaysia and courier companies.
In Wave 5, consumer satisfaction survey for postal survey was conducted independently of the media industry so as to broaden the study to include the Pos Malaysia counter service, Pos Laju and the courier services.
Two methodologies were used in the study: a survey involving 2,000 nation- wide samples was conducted to collect quantitative data and secondly, focus groups interviews to enlist informants from the selected sampling blocks.
The fieldwork was conducted from 1 April 2003 to 30 April 2003.
3. Summary Findings - Consumer Satisfaction Index (CSI) 3.1 Telecommunications Industry – Individual Study
3.1.1 Fixed Line - Individual
(Scale 1 to 10)
Wave 1 Wave 2 Wave 3 Wave 4 Wave 5 Telekom 7.41 - 7.38 7.58 7.93 Public Payphone services 5.51 5.91 -
3.1.2 Mobile - Individual
(Scale 1 to 10)
Wave 1 Wave 2 Wave 3 Wave 4 Wave 5 Industry average 7.10 6.95 7.30 7.36 7.85 Celcom 6.75 6.97 7.01 7.38 8.06 Maxis 7.39 7.27 7.64 7.47 8.02 TM Touch 7.13 6.67 7.00 7.20 7.66 DiGi 6.96 6.56 7.31 7.35 7.63 TIMECel - 6.28 6.77 6.73 7.37
3.1.3 Internet Access Service - Individual
*small sample size
Wave 1 Wave 2 Wave 3 Wave 4 Wave 5 Industry average 6.77 - 6.70 6.77 7.43
Jaring 7.4* - 6.26 6.98 7.44
TM Net 6.62 - 6.82 6.74 7.41 (Scale 1 to 10)
3.2 Telecommunications Industry – Commercial Study 3.2.1 Fixed Line – Commercial Study
(Scale 1 to 10)
Wave 1 Wave 2 Wave 3 Wave 4 Wave 5 Industry average - 6.60 6.63 7.08 7.28 Telekom - 6.81 6.91 7.43 7.57 TT dotCom - 6.81 6.67 6.94 7.33 Maxis - 6.63 6.93 7.04 7.19 DiGi - 6.35 6.53 6.88 7.18 Celcom - 6.35 6.09 7.09 7.10
3.2.2 Internet Access Service – Commercial Study
(Scale 1 to 10)
Wave 1 Wave 2 Wave 3 Wave 4 Wave 5 Industry average - 6.33 6.40 6.80 7.30 TM Net - 6.41 6.42 6.75 7.29 Jaring - 6.29 6.40 6.82 7.22
3.3 Media Industry – Individual Study 3.3.1 Free to Air TV
(Scale 1 to 5)
Wave 1 Wave 2 Wave 3 Wave 4 Wave 5 Industry average - - 3.37 3.78 3.89
ntv7 - - 3.47 3.75 3.93
TV3 - - 3.67 3.83 3.90
RTM 1 - - 3.10 3.73 3.81 RTM 2 - - 3.24 3.72 3.75
3.3.2 Satellite TV (Scale 1 to 5)
Wave 1 Wave 2 Wave 3 Wave 4 Wave 5
Astro - - 3.73 3.67 3.87
3.3.3 Radio
(Scale 1 to 5)
Wave 1** Wave 2 Wave 3 Wave 4 Wave 5 Industry average 7.56 - 3.72 3.84 3.83 Radio 3 (RTM Malay) 7.54 - 3.81 3.95 3.94 Radio Muzik (RTM mix) - - 3.68 3.90 3.90 Radio 4 (RTM English) - - 3.66 3.69 3.89 Radio 6 (RTM Tamil) - - 3.78 3.91 3.87 Time Highway Radio - - 3.63 3.81 3.87 Radio 5(RTM Chinese) 7.38 - 3.76 3.76 3.83 Era (Astro Malay) 7.86 - 3.67 3.83 3.81 MyFM (Astro Chinese) 7.40 - 3.80 3.80 3.79 HitzFM (Astro English) 7.39 - 3.68 3.79 3.79 Radio 1 (RTM Malay) 7.56 - 3.69 3.90 3.73 Light and easy (Astro English) - - 3.69 3.61 3.67*
*small sample
**(scale 1 to 10 for Wave 1)
3.4 Postal Industry – Individual Study 3.4.1 Pos Malaysia and Pos Laju
(Scale 1 to 5)
Wave 1 Wave 2 Wave 3 Wave 4 Wave 5 Pos Malaysia - - 3.33 3.47 3.72 Pos Malaysia – Counter
service
- - 3.67
Pos Malaysia – Pos Laju - - 3.76
3.4.1 Courier Services
Wave 1 Wave 2 Wave 3 Wave 4 Wave 5 Industry average - - 3.89 3.94 4.01 (Scale 1 to 5)
4. Industry Findings
4.1 Telecommunications - Individual Study Areas covered in the study are:
• Fixed Line
• Mobile Phone
• Internet Access Service
4.1.1 Fixed Line – Individual Study
Household fixed line telephone ownership continues to decline, from 69% in Wave 1, 64% in Wave 2, 60% in Wave 3 and to 56 % in Wave 4 as shown in Figure 1 below.
69 64 60 56
75 71 67 63 59
52 49 44
W1 (Feb'01) (n=2001)
W3 (May'02) (n=2000)
W4 (Sept'02) (n=2000)
W5 (Mar '03) (n=2045)
W1 (Feb'01) (n=1278)
W3 (May'02) (n=1230)
W4 (Sept'02) (n=1232)
W5 (Mar '03) (n=1312)
W1 (Feb'01)
(n=723) W3 (May'02)
(n=770) W4 (Sept'02)
(n=768)
W5 (Mar '03) (n=733)
Total Rural Urban
%
Figure 1: Household Fixed Line Telephone Ownership
Amongst households without fixed line phone, intention to subscribe is declining, from 37% (W4) to 23% (W5).
Preference for mobile phone has increased from 19% (W4) to 23% (W5) amongst non-fixed line households without intention to subscribe to fixed line.
Intention to use another fixed line provider (other than Telekom Malaysia) is low at 6%.
Overall, Telekom CSI score trend is increasing as shown in Figure 2 below.
CSI By Issues - TMB Fixed Line Individual
6.00 6.50 7.00 7.50 8.00 8.50
Application Installation Network Quality Ease to make call Accurate Billing Access to assistance Customer Service Confidentiality Accurate Information Service Restoration Complaints Handling
Wave1 Wave3 Wave4 Wave5
Figure 2: CSI By Issues - TMB Fixed Line Individua
4.1.2 Mobile Service – Individual Study
Household served with mobile phone continue to increase from 41% in Wave 1, 48% in Wave 3, 57% in Wave 4 to 57% in Wave 5, as shown below.
41 48 53 57 54 61 65 69
22 28 33 37
W1 (Feb'01) (n=2001)
W3 (May'02) (n=2000)
W4 (Sept'02) (n=2000)
W5 (Mar '03) (n=2045)
W1 (Feb'01) (n=1278)
W3 (May'02) (n=1230)
W4 (Sept'02) (n=1232)
W5 (Mar '03) (n=1312)
W1 (Feb'01)
(n=723) W3 (May'02)
(n=770) W4 (Sept'02)
(n=768)
W5 (Mar '03) (n=733)
%
Urban Rural
Total
Figure 3: Households Served With Mobile Phones
On individual level, incidence for Wave 5 is as follows:
i. 35% comprised of adults aged 18+ (similar to W4 but higher than W1 & W3)
ii. 12% comprised of teenagers aged 13-17 years old iii. 31% are adults.
Usage of short message services (SMS) continues to increase as well as home usage of mobile phone. Geographical coverage remains top in purchase consideration. Amongst those who claim that geographical coverage is important, only 24% are willing to pay for Domestic Roaming (down from 30% in W4).
About 34% received unwanted (from unknown person) SMS. Close to half of them (42%) received these messages regularly (i.e. a few times a month) and more than one third (37%) object to it.
Majority (69%) of respondents are not aware of the merger between mobile service providers and of the 24% who are aware, are able to recall the
“Celcom - TM Touch” merger. Generally, the perception is positive i.e. expect better network and service quality.
The trend of pre-paid popularity continues with higher subscription share of 73% compared to 27% for post-paid.
In general, CSI scores have improved for all mobile Service Providers as shown in Figure 4 below.
6.8
7.4 7.1 7.0
-
7.0 7.3
6.7 6.6 6.3
7.0
7.6
7.0 7.3
6.8
7.4 7.5 7.2 7.4
6.7
8.1 8.0
7.7 7.6 7.4
- 1.0 2.0 3.0 4.0 5.0 6.0 7.0 8.0 9.0
Celcom Maxis TM Touch Digi Timecel
Wave 1 Wave 2 Wave 3 Wave 4 Wave 5
Figure 4.1: CSI by Mobile Operators
6 6.5 7 7.5 8 8.5
Good Quality Good Capacity Good Coverage Good Customer Svs Useful VAS Accurate Infromation Accurate Billing Easy to Obtain Credits Prompt Activation No Premature Calls Termination Fast Calls Connection
W1 W2 W3 W4 W5
Figure 4.2: CSI by Issues - Mobile Services
4.1.3 Internet Access Service – Individual Study
PC ownership in households shows a decline but this is not consistent with past trend: 18% in Wave 1, 24% in Wave 3, 26% in Wave 4 and 19% in Wave 5. The decline in trend needs Wave 6 confirmation.
PC usage is heavier amongst 13 - 17 year-olds (64%) whilst usage among adults (18+) is only 27%. 13-17 year-olds tend to use outside of home i.e.
education institution, Internet cafes and friend’s house.
18+ adults tend to use PCs at home and their workplaces.
Non-usage of PC is mainly due to lack of knowledge.
From Wave 1 to Wave 5, Internet connection has no significant change in urban and rural.
TM Net remains the largest Internet service provider even though there is a slight decline from 86% to 81% in subscription among households.
On the other hand, Jaring, the second provider after TM Net has more subscribers now (from 13% to 21%).
Generally, CSI trend is also positive for both main Internet service providers (TM Net and Jaring) as illustrated in Figure 5 below.
7.44
6.62
6.82
6.74
5.00 6.00 7.00 8.00
Wave1 Wave3 Wave4 Wave5
TM Net Jaring
6.98 7.41
6.26 7.40
Figure 5.1: CSI by Service Provider - Internet Services
4.98 6.83 6.63
6.59 6.75 7.01 6.87
6.96 6.85
6.78
6.45 6.50 6.86 6.70
7.03 6.86
6.53 6.81 6.60
6.89 6.76
7.61 7.72 7.52
7.34 7.53 7.18
7.52 7.49
4.50 5.00 5.50 6.00 6.50 7.00 7.50 8.00
Ease of Subscribing Reasonable Price Ease to Log On Reliable Line Good Customer Svs Accurate Information Accurate Billing Protecting Customer Information
Wave1 Wave3 Wave4 Wave5
Figure 5.2: CSI by Issues - Internet Services 4.1.4 Awareness of MCMC
4.2 Telecommunications - Commercial Study 4.2.1 Fixed Line
The proportion of using more than one fixed line provider (FLP) is still low.
More than 1 FLP: 16% in Wave 2, 15% in Wave 3, 15% in Wave 4 to 12% in Wave 5.
The major resistance of switching FLPs (84% unlikely to switch in the next three months) is due to satisfaction with current fixed line providers.
Amongst potential switchers (9%), most (especially among Maxis and Celcom customers) would prefer to switch to Telekom as their main fixed line provider.
Similarly, about eight in 10 companies are unlikely to add another FLP to their current one in the next three months.
According to the positive CSI trends, consumer satisfaction has improved for all service providers i.e. Celcom, DiGi, Maxis, Telekom, and TT dotCom.
This quarter sees Telekom performing above average (CSI of 7.57) in most areas compared with other FLPs.
The CSI is illustrated in Figure 6 below.
6.00 6.20 6.40 6.60 6.80 7.00 7.20 7.40 7.60 7.80
CELCOM 6.35 6.09 7.09 7.10
DIGI 6.35 6.53 6.88 7.18
MAXIS 6.63 6.93 7.04 7.19
TELEKOM 6.81 6.91 7.43 7.57
TTDotCom 6.81 6.67 6.94 7.33
Wave2 Wave3 Wave4 Wave5
Figure 6.1: CSI by Service Providers - Fixed Line Services
5.00 5.50 6.00 6.50 7.00 7.50 8.00
Wave2 6.74 6.70 6.65 6.78 6.43 6.29 6.50 6.85 6.53 6.50
Wave3 6.79 6.70 6.78 6.75 6.40 6.31 6.60 6.98 6.52 6.52
Wave4 7.28 7.13 7.16 7.16 6.72 5.44 6.80 7.40 6.77 6.98
Wave5 7.44 7.32 7.35 7.54 6.98 6.96 7.13 7.64 7.19 7.05
Installation Licen Clarity Ease to Make Calls
Accurate Billing
Access to Assistance
Handle Complaint
Customer
Service Confidentiality Service Restoration
Accurate Information
Figure 6.2: CSI by Issues - Fixed Line Services
Complaints on “professionalism of customer service”, “confidentiality of customer information”, and “communication of latest information” have declined. However, there are more complaints on “direct” service issues.
More companies feel that the rates charged for fixed line services are reasonable.
Telekom has been perceived to be priced reasonably since W3.
Rates charged by TT dotCom are being perceived to be more reasonable by their users (compared to other FLPs).
Unreasonable pricing refers mainly to call charges and fixed fee (for PSTN only).
4.2.2 Equal Access and VoIP
Equal Access usage remains low at 5% since Wave 2.
VoIP usage shows a gradual increasefrom 6% in Wave 2 to 11% in Wave 5.
Proportion of VoIP cost within total telecommunication cost has also grown.
4.2.3 Internet Access
Over the last 4 quarters, only six in 10 companies have Internet connection with PSTN being the main type of line used (62% in W2, 65% in W3, 63% in W4 and 61% in W5).
Usage of Internet is mainly confined to email and information gathering and provision. The previous growth in e-commerce participation has declined.
Potential Internet subscribers show no significant improvement.
Jaring remains as the leading service provider in Wave 5 but its user base has declined from 58% (W2) to 50% (W5).
More companies are likely to switch / replace their current ISP in the next three months in Wave 5.
However, approximately one third of them are undecided on which ISP they would switch to.
The CSI trend for Jaring and TMNet has grown consistently since Wave 2.
6.29 6.40 6.41 6.42
6.82 6.75
7.22 7.29
5.60 5.80 6.00 6.20 6.40 6.60 6.80 7.00 7.20 7.40
Jaring TM Net
Wave2 Wave3 Wave4 Wave5
Figure 7.1: CSI by Service Provider – Internet Services
Compared to fixed line phone, fewer companies complained about Internet services.
Value for money for Internet access still remains positive over the last four quarters at +/- 85%.
4.2.4 Digital Signature Certification
Knowledge of Digital Signature Certification remains low at about 30% since Wave 4.
4.2.5 Wireless Fidelity (WiFi) Hotspots
Approximately 75% of companies are not aware of Hotspots.
Close to seven in 10 companies have no future intention to use it.
Low intention to use is due mainly to a majority who does not see its benefits.
4.2.6 E-Commerce
Only 11% of companies are currently engaged in e-commerce activities.
Future intention to use e-commerce is very low.
Majority promotes services and products through web page (information providing) with no electronic-based transactions.
Majority of customer base in online selling is still confined to the local market.
4.2.7 Intranet
Though only one third of companies know what intranet is, only 38% of them use it currently.
There seems to be a lack of understanding of its usage and benefits.
4.2.8 The Mandatory Standard Quality of Service
Majority (68%) does not know about “The Mandatory Standard Quality of Service”.
4.2.9 Awareness of MCMC
32% of companies are currently aware of MCMC but have limited knowledge of its role and functions.
4.3 Media Industry - Individual Study Areas covered in the study are:
• Free-to-air television services
• Satellite television
• Free-to-air radio
• Postal services
• Courier services
4.3.1 Free-to-air television services – Individual Study
Commercial stations, TV3 (67%) and ntv7 (19%), continue to be the more popular choice compared to public stations, TV1 (5%) and TV2 (9%).
Audience for public stations is skewed towards the older age groups while ntv7 audience is skewed towards the younger audience. TV3 audience is well distributed among the age groups.
Viewing time is highest among the younger age group (3.20 hours among 15- 19 year-olds) and declines as the age group increases (2.73 hours among over 50 year-olds).
Only 55% watch the news on regularly. Majority of those who watch the news are aged above 30 years.
Majority of respondents feel there is adequate coverage of news items.
However, there is a demand from not more than 25% for more local, and international sports and business news in the TV news’ slots.
No over whelming support to change primetime news schedule as 54% prefer to maintain primetime news simultaneously at 8.00 pm.
There is an overall improvement in the performance of television stations as indicated by the CSI scores.
ntv7 has the highest CSI score (3.93) followed by TV3 (3.90). CSI score for TV1 is 3.81 and TV2 has the lowest CSI score (3.75).
All stations show an increase in their CSI scores indicating a better performance in Wave 5 as compared to Wave 3 and Wave 4 as shown in Figure 8 below.
3.73 3.81
3.72 3.75 3.83 3.90
3.75 3.93
2.50 2.70 2.90 3.10 3.30 3.50 3.70 3.90 4.10 4.30 4.50
TV1 TV2 TV3 NTV7
Wave IV Wave V
CSI score
Figure 8.1: CSI by Stations – Free-To-Air Television
4.05 3.90
3.91 3.95
3.85 3.81
3.54 3.71
3.47 4.45
4.21 4.29
3.93 4.09 4.21
3.12 3.27 3.49 3.60
3.77 3.63 3.85
4.07
3.58
2.50 3.00 3.50 4.00 4.50 5.00
Reception quality
Accurate news
Variety programmes
More local programmes
First-run programmes
Advertisement
Violence & sex
Malaysian culture
Satisfaction (Wave V) Importance (Wave V) Satisfaction (Wave IV) ISSUES
MEAN
Figure 8.2: CSI by Issues – Free-To-Air Television
Areas of improvement for the individual stations:
• TV1 - Balanced news, first run programmmes, violence and sex programmes, advertisement slots.
• TV2 - More local programmes, first run programmes , advertisement slots, violence and sex programmes.
• TV3 – First run programmes, advertisement slots, violence and sex programmes.
• ntv7 – Advertisement slots, violence and sex scenes, more local programmes.
4.3.2 Satellite television services – Individual Study
ASTR0 subscribers continue to increase from 17% in Wave 3 and 24% in Wave 4 to 30% in Wave 5.
Almost half of Astro subscribers have subscribed to pay-per-view channels
‘Season Pass’ or ‘Showcase’.
Subscribers to pay-per-view channels are higher among the younger and older age groups.
Majority of subscribers are satisfied with the pricing for ‘Season Pass’ (74%) and ‘Showcase’ (77%) pay-per-view channels.
ASTRO achieves a CSI score of 3.87 in Wave 5 which is the highest recorded score when compared to its score in Wave 3 and Wave 4.
Astro CSI
3.73
3.67
3.87
3.50 3.60 3.70 3.80 3.90 4.00
Wave3 Wave4 Wave5
3.35 3.31 3.36 3.49
3.21 4.10 3.94
3.68 3.63 3.45 3.44
3.51 4.02 3.99
0.00 1.00 2.00 3.00 4.00 5.00
Reception quality
Variety programmes
More local programmes
First-run programmes
Advertisement
Violence & sex
Malaysian culture
Wave IV (n=489) Wave V (n=592)
MEAN
ISSUES
+ 0.33 + 0.32
+ 0.30
Figure 9.2: CSI by Issues - Astro
ASTRO’s CSI score ranks third when compared against the Free-to-air- television after ntv7 and TV3.
3.81 3.75
3.90 3.93
3.87
2.50 2.75 3.00 3.25 3.50 3.75 4.00 4.25 4.50
TV1 (n=246) TV2 (n=284) TV3 (n=1466) NTV7 (n=782) ASTRO (n=592)
CSI score
Figure 9.2: CSI - ASTRO vs Free-To-Air-Television Areas of improvement:
i. More local programmes;
ii. First run programmes;
4.3.3 Free-to-air radio services – Individual Study
Commercial stations such as ERA (31%), MyFM (20%), THR (16%) and HitzFM (15%) are among the popular radio stations.
The more popular public stations are Radio 3 (18%), Radio 5 (15%), Radio 6 (14%) and Radio Muzik (13%).
The average daily listening time is 2.37 hours. Younger listeners, especially among the 15-19 year-olds spend more time listening to radio (2.79 hours) than the older listeners (2.10 hours among over 50 years of age).
Majority listens to radio at home (72%) while a smaller percentage (26%) listens to the radio while driving.
Among the frequent radio listeners, 31% - 47% listen to news on a frequent basis.
There is a demand for commercial stations to provide more news items as compared to public stations.
The general performance of radio services decline in Wave 5 compared to Wave 4.
With the exception of Radio 4 and THR, the CSI scores for the other seven most listened to radio stations show a decline.
CSI scores for Radio Muzik and HitzFM remain constant.
3.94 3.90 3.89 3.87 3.87
3.83 3.81 3.79 3.79
3.74 3.72
2.50 2.70 2.90 3.10 3.30 3.50 3.70 3.90 4.10 4.30 4.50
Radio 3 (n=360)
Radio Muzik
Radio 4 (n=134)
THR (n=329)
Radio 6 (n=273)
Radio 5 (n=308)
ERA (n=626)
My FM (n=395)
Hitz FM (n=291)
Radio 1 (n=124)
Mix FM (n=214)
CSI score
Figure 10.1: CSI by Industry - Free-To-Air-Radio
3.36 4.12
3.83 4.07 4.17
4.04 4.07 4.38
3.73
3.30 3.90
3.72 3.59 4.09 3.68
3.75
3.74 4.17
3.68
3.78 3.69
3.90 3.43
3.68
2.50 3.00 3.50 4.00 4.50 5.00
Reception quality
Malaysian culture
Public interest
Balance programmes
Quality of announcements
Local music
Accurate news
Advertisement
Importance (Wave V) Satisfaction (Wave V) Satisfaction (Wave IV) ISSUES
CSI score
Figure 10.2: CSI by Issues - Free-To-Air-Radio
Public stations continue to show relatively better performance compared to commercial stations.
Areas of improvement for popular radio station:
• Era – Advertisement slots, balance programmes, accurate information, promoting Malaysian culture.
• MyFM - Advertisement slots, balanced programmes, accurate information, promoting Malaysian culture.
• Radio 3 - Advertisement slots, balanced programmes, accurate information.
• THR - Advertisement slots, balanced programmes, accurate information.
• HitzFM - Advertisement slots, balanced programmes, accurate information, promoting Malaysian culture, promoting local music and public interest discussion.
• Radio 5 – Advertisement slots, balanced programmes, accurate information and public interest discussion.
4.4 Postal Industry - Individual Study Areas covered in the study are:
• Pos Malaysia Counter Services
• Pos Laju Services
• Courier Services
4.4.1 Pos Malaysia Counter services – Individual Study
About 97% of the respondents have visited post offices at least once in the last three months. Only 29% used post offices services on frequent basis.
Another 51% use the post offices services occasionally.
Higher percentage of the older respondents goes to the post offices in the morning from 9am to noon while the younger respondents prefer to go in the afternoon (between 2pm and 5pm).
The non-traditional services are becoming more popular where high percentage (82%) of respondents pay their telephone and utility bills at post offices.
Majority of the respondents (87%) consider 10 minutes as the most appropriate waiting-time at post office counters. However, only 10% who have visited post offices in the last three months experienced the less-than- 10- minute waiting-time at the counters.
Among those who have used post office services, only 22% claimed to have faced problems with the services. A quarter of them (25%) have lodged complaints with Pos Malaysia and more than half (53%) are satisfied with Pos Malaysia’s handling of their complaints.
One of the major complaints is the long waiting-time. Other complaints include unfriendly service and non-delivery of letters.
The CSI score for counter service is 3.67.
The older respondents aged over 51 are most satisfied with the counter services (CSI score 3.70) while the least satisfied are those between the ages of 21-40 years (CSI score 3.64).
4.41 4.27 4.26 4.27
4.03 4.46 4.38
3.73 3.78 3.77 3.84
2.82 3.80
3.54
0.00 1.00 2.00 3.00 4.00 5.00
Waiting time Friendly service
Efficient service
Appropriate response
Getting all services
Facilities User-friendly
Importance (n=2000) Satisfaction (n=2000)
MEAN
ISSUES
Figure 11: CSI by Issues - Post Office Counter Service
Rural respondents are relatively more satisfied with Pos Malaysia counter services (CSI 3.72) compared to the urban respondents (CSI 3.63).
Two areas for improvement are ‘shorter waiting time’ and ‘to provide more user-friendly facilities’.
4.4.1 Pos Laju Services – Individual Study
Only 8% of respondents used Pos Laju frequently and 23% used Pos Laju occasionally.
About 35% of the respondents have never used Pos Laju services and 34%
used the services less frequently.
Majority of respondents (94%) expect letters and packages sent via Pos Laju to be delivered between one and two days.
79% of respondents are confident with Pos Laju services in delivering letters and packages within the expected timeframe.
16% of respondents have experienced problems with Pos Laju services and 39% of them have lodged complaints with Pos Malaysia. Among those who complained, 38% are satisfied with the response they received from Pos Malaysia.
The major complaints are late delivery and damage to the packages.
With a maximum score of 5, the CSI score for Pos Laju is 3.76.
Respondents in rural areas show higher satisfaction level with Pos Laju services as indicated by the CSI score of 3.83. The CSI score for urban respondents is 3.71.
Four areas of improvement are suggested: To inform of non-service areas;
collection of letters at agreed time; letters delivered in a timely manner;
providing services as advertised.
3.47
3.76
2.50 2.75 3.00 3.25 3.50 3.75 4.00 4.25 4.50
Wave IV (Pos Malaysia) n=1880
Wave V (Pos Laju services) n=608
CSI score
Table 12.1: CSI for Pos Laju services
4.55 4.44 4.46
4.28 4.31
4.42 4.38
3.94
3.65 3.88 3.78 3.71
3.62 3.72
0.00 1.00 2.00 3.00 4.00 5.00
Inform customers
Efficient collection
Efficient delivery
Ensure delivery Ensure confidentiality
Timely &
accurate information
Services
Importance (n=608) Satisfaction (n=608)
MEAN
ISSUES
Figure 12.2: CSI by Issues - Pos Laju services
4.4.1 Courier Services – Individual Study
There is an increase in access to courier services from 15 percent in Wave IV to 18 percent in Wave 5.
In the last three months, 51% of those who have access to courier services used the service only once, 35% used the service for 2-4 times and 14% used the service more than four times.
Like in the previous studies, most respondents used the courier service for personal matters.
Among those who had used courier services in the last three months, only 9%
have encountered problems such as late delivery, high service charges and damaged packages.
60% of those who have lodged complaints with their courier services companies are satisfied with the handling of their complaints, 20% are not satisfied and another 20% are somewhat satisfied.
The CSI score for courier services in Wave 5 study has improved at 4.01. The CSI score for Wave 4 was 3.94.
The respondents between the ages of 31-40 years are most satisfied with the courier service (4.08). Those aged over 51 years are the least satisfied group as indicated by the CSI score of 3.92.
Respondents in rural areas show higher satisfaction level (4.04) compared to the urban respondents (4.00).
Three areas for improvement: To inform of non-delivery areas, response to inquiry in a timely manner and providing services as advertised.
3.89 3.94 4.01
0.00 1.00 2.00 3.00 4.00 5.00
CSI score
Wave III (n=316)
Wave IV (n=305)
Wave V (n=356)
Figure 13.1: CSI score for Courier services
4.00 3.94 3.92 3.88
3.96 3.78
3.96 4.07 4.19 4.04 4.13 4.01 3.97
3.84
0.00 1.00 2.00 3.00 4.00 5.00
Inform customers
Efficient collection
Efficient delivery
Ensure delivery Ensure confidentiality
Timely &
accurate information
Services
Wave IV (n=305) Wave V (n=356)
MEAN
ISSUES
+ 0.19 + 0.21 + 0.13 + 0.19
- 0.12
Figure 13.2: CSI by Issues - Courier services
