TABLE OF CONTENTS

Page

LIST OF TABLES viii

LIST OF FIGURES viii

CHAPTER 1 – INTRODUCTION

1.0 Overview 1
1.0.1 Stakeholder management in the DiGi.com Bhd Context 3
1.0.2 Adaptations to stakeholder theory 4
1.1 Background of study 5
1.1.1 Facebook is a Social Media use as the Medium for Interaction
1.2 Problem Statement 6
1.3 Research Objectives
1.3.1 General Objective
1.3.2 Specific Objectives 7
1.4 Research Question 7
1.5 Conceptual Framework
1.5.1 Framework 8
1.6 Significance of Study 9
1.7 Scope of Research 9
1.8 Summary 10

CHAPTER 2 – LITERATURE REVIEW

2.0 Introduction 11
2.1 Definition of Stakeholder 12
2.2 Primary Stakeholder 13
2.3 Secondary Stakeholder 14
2.4 Stakeholder Theory 16
2.5 Stakeholder Situational Theory of Publics 17

vi
CHAPTER 3 – METHODOLOGY

3.0 Introduction 19
3.1 Reserach Design 19
3.2 Data Collection 20
3.2.1 E-Observation (Facebook Page) 20
3.3 Data Analysis 21
3.3.1 Data Displays 21

3.4 Data Digi Sustainability Report 2013 22

3.4.1 Material Issue 22
3.4.2 Customer as a Stakeholder Analysis 23
3.5 Summary 25

CHAPTER 4 – FINDINGS AND DISCUSSION

4.0 Overview 26
4.1 The Important of Stakeholders Management 26
4.2 Customers Data Observation 27
4.3 Data Analysis Based on Observation Studies 28
4.3.1 Digi’s Analysis 30
4.4 Conclusion 32

CHAPTER 5 – RECOMMENDATIONS AND CONCLUSION

5.0 Introduction 33
5.1 Summary of the Study 33
5.2 Research Implications 35
5.2.1 Firm Organizations 35
5.2.2 Individual Stakeholder (Customers) 35
5.3 Limitations of the Study 36
5.4 Recommendations 36
5.5 Conclusion 37

REFERENCES 38

vii
 LIST OF TABLES

Table 1.1
Typical definition of Stakeholder from point of view by Public
and Non-Profit Sector 15

LIST OF FIGURES

Figure 1.1 : A Summary of Key Initiatives and Performance Indicators 23

Figure 1.2 : DiGi Engagements toward Customer (Stakeholder) question
about the product 24
Figure 1.3 : Digi’s Customer Comments 30

viii