An improvement of customer adoption of using Self-Service Technologies (SST) At TMPoint Johor

Abstract

This study focuses on the improvement of customer adoption of using self-service technologies (SST) at TMpoint Johor. Self-service technologies (SSTs) have become an important platform for every company today. Not only to reduce costs but also because it has become a competitive advantage for the company in the industry. SST benefits both customers and businesses. Telekom also introduced its self-service technology called the Myunifi app. However, this application has low acceptance from its customers. There are three objectives: to identify the issues and the main problem with the low acceptance of the Myunifi app in TMpoint Johor, to suggest an additional process flow to increase Myunifi (SST) registration among TM customers, and to suggest an awareness program on the importance of Myunifi apps in TMpoint Johor. The data analysis method used in this study creates research questions and finds answers to them in the qualitative analysis. Interview questions for problem identification and after intervention questions will be analyzed through thematic analysis. The interview session was conducted involving two customer service officers from TMpoint. It was found that the factors contributing to the issue are a lack of awareness of the benefits of using the app and a deficiency of knowledge in IT among TM customers. There is a difference between before and after the intervention as the numbers of customers using the applications increase.