AN ANALYSIS OF TOTAL QUALITY MANAGEMENT AND CUSTOMER SATISFACTION AMONG MOBILE SERVICE USERS
Customer satisfaction is one of the major concerns today. Total quality management (TQM) assists the telecommunication industry in retaining and acquiring the satisfaction of the customer. Therefore, the intention of the study is to identify the relationship between customer satisfaction and TQM i...
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| Format: | Article |
| Language: | English |
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Universiti Teknologi MARA, Negeri Sembilan
2023-10-01
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| Series: | Journal of Academia |
| Subjects: | |
| Online Access: | https://myjms.mohe.gov.my/index.php/joa/article/view/23395 |
| _version_ | 1797202299233239040 |
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| author | Intan Nurjannah Mohamed Sabri Arifha Mohamad |
| author_facet | Intan Nurjannah Mohamed Sabri Arifha Mohamad |
| author_sort | Intan Nurjannah Mohamed Sabri |
| collection | DOAJ |
| description | Customer satisfaction is one of the major concerns today. Total quality management (TQM) assists the
telecommunication industry in retaining and acquiring the satisfaction of the customer. Therefore, the
intention of the study is to identify the relationship between customer satisfaction and TQM in
Malaysia’s telecommunication industry. In addition, this study uses quantitative methods by distributing
questionnaires to respondents. The distribution of questionnaires to the customer of various types of
telecommunication service providers as respondent for this study. Based on Krejcie & Morgan sample
size table, 384 respondents should be involved in this study. However, only 237 successful
questionnaires were returned. The Statistical Packages for Social Science (SPSS) software is being
utilized in this study to analyze the data obtained. The analysis consists of descriptive analysis and
correlation analysis. The result shows that there is a significant relationship between TQM and customer
satisfaction. This study is important to expand the understanding of the researchers toward the TQM in
telecommunication sector which the focus of this study is mobile service provider such as Celcom, Digi,
and Maxis. |
| first_indexed | 2024-03-11T15:56:39Z |
| format | Article |
| id | doaj.art-21f14765c5a243d8a2f43f5fe295d120 |
| institution | Directory Open Access Journal |
| issn | 2289-6368 |
| language | English |
| last_indexed | 2024-04-24T08:01:14Z |
| publishDate | 2023-10-01 |
| publisher | Universiti Teknologi MARA, Negeri Sembilan |
| record_format | Article |
| series | Journal of Academia |
| spelling | doaj.art-21f14765c5a243d8a2f43f5fe295d1202024-04-17T16:36:03ZengUniversiti Teknologi MARA, Negeri SembilanJournal of Academia2289-63682023-10-011124450AN ANALYSIS OF TOTAL QUALITY MANAGEMENT AND CUSTOMER SATISFACTION AMONG MOBILE SERVICE USERSIntan Nurjannah Mohamed Sabri0Arifha Mohamad1Department of Business Management, Faculty of Technology Management and Business Universiti Tun Hussein Onn Malaysia, Persiaran Tun Dr Ismail, 86400 Parit Raja, MalaysiaDepartment of Business Management, Faculty of Technology Management and Business Universiti Tun Hussein Onn Malaysia, Persiaran Tun Dr Ismail, 86400 Parit Raja, MalaysiaCustomer satisfaction is one of the major concerns today. Total quality management (TQM) assists the telecommunication industry in retaining and acquiring the satisfaction of the customer. Therefore, the intention of the study is to identify the relationship between customer satisfaction and TQM in Malaysia’s telecommunication industry. In addition, this study uses quantitative methods by distributing questionnaires to respondents. The distribution of questionnaires to the customer of various types of telecommunication service providers as respondent for this study. Based on Krejcie & Morgan sample size table, 384 respondents should be involved in this study. However, only 237 successful questionnaires were returned. The Statistical Packages for Social Science (SPSS) software is being utilized in this study to analyze the data obtained. The analysis consists of descriptive analysis and correlation analysis. The result shows that there is a significant relationship between TQM and customer satisfaction. This study is important to expand the understanding of the researchers toward the TQM in telecommunication sector which the focus of this study is mobile service provider such as Celcom, Digi, and Maxis.https://myjms.mohe.gov.my/index.php/joa/article/view/23395total quality managementcustomer satisfactiontelecommunication sectormobile service provider |
| spellingShingle | Intan Nurjannah Mohamed Sabri Arifha Mohamad AN ANALYSIS OF TOTAL QUALITY MANAGEMENT AND CUSTOMER SATISFACTION AMONG MOBILE SERVICE USERS Journal of Academia total quality management customer satisfaction telecommunication sector mobile service provider |
| title | AN ANALYSIS OF TOTAL QUALITY MANAGEMENT AND CUSTOMER SATISFACTION AMONG MOBILE SERVICE USERS |
| title_full | AN ANALYSIS OF TOTAL QUALITY MANAGEMENT AND CUSTOMER SATISFACTION AMONG MOBILE SERVICE USERS |
| title_fullStr | AN ANALYSIS OF TOTAL QUALITY MANAGEMENT AND CUSTOMER SATISFACTION AMONG MOBILE SERVICE USERS |
| title_full_unstemmed | AN ANALYSIS OF TOTAL QUALITY MANAGEMENT AND CUSTOMER SATISFACTION AMONG MOBILE SERVICE USERS |
| title_short | AN ANALYSIS OF TOTAL QUALITY MANAGEMENT AND CUSTOMER SATISFACTION AMONG MOBILE SERVICE USERS |
| title_sort | analysis of total quality management and customer satisfaction among mobile service users |
| topic | total quality management customer satisfaction telecommunication sector mobile service provider |
| url | https://myjms.mohe.gov.my/index.php/joa/article/view/23395 |
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