Users Perception On Digi Telecommunication Ebilling Service

Digi telecommunication (DIGI) established in the year of 1995 and is a well-known mobile communications brand company in Malaysia that provides a completely range of highly affordable and simple to use Wi-Fi telecommunications services to make easier and improve the satisfaction level towards Digi customer. The company provides mobile phone as well as fixed telephone systems products and services which enable people to stay connected always with each other no matter where they are. DIGI’s two main business lines services are operates into such as Digi postpaid, Digi prepaid and international services as voice services, and text messaging, multimedia messaging service (MMS), broadband internet, GPRS/EDGE and wireless application protocol (WAP) as data services. Digi postpaid is where the user used fixed line service to call and pay the bill after their total usage used for the month whereby Digi prepaid user have to pay and reload the credit first before using the service, and this do not need any phone bills. International services are also called as international direct dial (IDD), which enable customer to make international roaming such as calls and text messaging.

2.0 Rationale for the title

Digi Telecommunication industry is among one of the rapid grow industry in Malaysia. The telecommunication sector is expanding rapidly because of its up-to-date services and products. Due to the rapid development of technology, people are now in the era of telecommunication and internet based. Everything in the world are usually communicate using internet and business can be deal using online transaction. This development has become a transition for the development of the nation’s industrial sectors. All mobile communications company in Malaysia are seeking different ways to compete themselves from their competitors and gain benefits over competition. A good quality of service becomes the promoting method to attract customer attention as it is the most important factors in customer satisfactions.

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The main reason for choosing this title is to research and identify the user’s perception on Digi e-billing services in Penang area. Besides, it also helps users to aware about the existence of Digi e-billing service. It is important to determine the customer’s requirements, demands and the perception of the customers towards Digi e-billing services as in to gain the customer service level. Therefore, hand phone bills that are postal mail to the customers in monthly basis is already become a regular method among Malaysians. It’s already a fact that in this current advanced technology world, every single individual in urban areas has a mobile phone because it’s one of a trends and lifestyles for people.

Besides that, another reason is because of the current climate change issue, Digi has now took part in the Go Green campaign to reduce the climate impact, Digi has now fully launch and encouraging e-billing service system to postpaid customers. For those postpaid customers who choose to convert to e-billing and unsubscribe for paper billings, DiGi will be contribute the each of the postpaid customers paper billings of RM3.00 to WWF-Malaysia as a reforest funds. This is an effort to minimize the environment impact by encouraging the postpaid customers to receive the monthly statement electronically rather than receiving the usual paper bills. Besides playing a role in protecting the country’s forest, Digi customers also get to reduce the monthly bill by RM3 to convert to e-billing service.

3.0 Research Question and Research Objectives

This section will brought up some questions in this research paper which are relevant to the research title and also to identify the main objective of the research paper. There are 10 research questions created which are related to the title. The questions are as below:

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1) Why do customers choose Digi as their telecommunication network?

2) What are the level of customers satisfactions by using Digi postpaid network service?

3) How do customers sign up for e-billing online?

4) How do customers received their monthly statement bill through e-billing?

5) Do e-billing service brings convenient to customers?

6) Do customers participate in e-billing service?

7) Do customers prefer received monthly statement though paper bill or e-billing?

8) How frequent customers able to check on the e-billing statement in a year?

9) Do customers support Digi to go for Go Green by using e-billing?

10) How does the user’s perception level on Digi e-billing service in Penang area?

3.1 Research Objectives

There are 2 main objectives for this study. The objectives of this study are to identify the user’s perception level on Digi e-billing service in Penang area. Secondly, is to let user aware about the e-billing services and encourage them convert to e-billing to reduce climate impact.

4.0 Research Methods

The type of this research method is based on empirical project. The research is focused to conduct a survey on the Digi e-billing Service in Penang area only. This research will involve a total of 150 respondents to get the feedback. To make this research into more well focused study, the respondents will consists of the Digi postpaid network service customers in the Penang area where they will select to participate into this survey only. They were either the existing or previous Digi postpaid user. The research is not limited to any other requirements either age or religion. Overall, all Digi telecommunication postpaid user in Penang area will participate in this research study.

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In this research, primary and secondary research is included to obtain the data collection. Primary research will started off with distributions questionnaires to Digi postpaid users in Penang malls such as, Queensbay Mall, Gurney Plaza, Prangin Mall, 1st Avenue Mall and also Straits Quay Mall. Besides that, e-mail survey will be forwarded out to selective friends and other Digi postpaid users by e-mail. And finally, an individual interview will be held between the Digi sales person and other Digi postpaid users. Next, secondary research will obtained by using electronic databases such as journals and articles and online research.

5.0 Time Scale



Title / Article

13th April 2011


13th April 2011

Questionnaire Construction

Questionnaire Analysis

Methodology Analysis

Literature Review


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Type of Paper
Number of Pages
(275 words)