Lighting Up the myTNB App Experience: An Analysis of the Key Factors that Influence Customer Satisfaction

Abstract

The myTNB app is an essential tool for Tenaga Nasional Berhad (TNB) customers in managing their electricity accounts, from bill payments to service requests. The app's success relies on customer satisfaction, which is influenced by various factors. This research aims to identify the key factors that affect customer satisfaction with TNB's app and promote the use of myTNB apps among customers. The study also explores the relationship between customer satisfaction and four independent variables: service quality, technology support, corporate image, and trust. Through a questionnaire survey of 100 myTNB app users in Sungai Petani, this research employs Descriptive Analysis, Pearson Correlation, and Multiple Regression in SPSS version 26.0 to analyze the findings. The results indicate that service quality and trust are highly associated, but technology support and corporate image have a weak relationship. Service quality was identified as the most critical aspect of customer satisfaction at Tenaga Nasional Berhad, Sungai Petani. The results of this study provide valuable insights into improving the myTNB app experience and enhancing customer satisfaction. The study recommended that subsequent studies on TNB customer satisfaction should consider other geographical area (rural area). This study has also restricted itself to quantitative study. To provide deeper insights into the topic matter, it is recommended that subsequent studies should be conducted through qualitative research.