The impact of telkom's transformation on telecommunication services in Mafikeng : a customer's perspective

Abstract

The purpose of the study is to determine the impact of Telkom's transformation on telecommunication services in the Mafikeng area. Many interruptions to Telkom's services go beyond agreed contract time and customers find it difficult to be without services. Some customers use these services to generate income to their businesses and it is the only means they use for living. Decisions taken by some customers were that they would rather defect to competitors as they anticipated getting better services from them. The study questioned the reliability of Telkom's resources (both physical and human), Telkom's commitment to its customers and customers' loyalty to supporting Telkom during the transformational period. The study revealed that transformation has improved telecommunications services rendered by Telkom. Telkom customers have demonstrated their unwavering support and total commitment when 63(98.4%) respondents indicated that they would recommend Telkom services to families and friends, which is contrary to majority of concerns customers had from outset. The study recommended that customers be given free detailed billing facilities, which are not subscribed for so as to be able to see if their services are fraudulently intercepted. this -will also address the high billing- concern customers have. All possible means of communications are recommended in this study to ensure that customers are aware of changes that are taking place. To combat crime to the network, it is recommended that Telkom's infrastructure be placed in secured places, thus ensuring security to testing points.