Service quality dimensions and customer satisfaction in Malaysian mobile telecommunication market: An empirical investigation of the mobile phone market in Malaysia
This paper aim to examine the relationship between service quality dimensions and customer satisfaction in Malaysian mobile telecommunication market.The population of this study comprised of Malaysian mobile phone subscribers, the sample size was 112 and it was selected with simple random sampling t...
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Othman Yeop Abdullah (OYA) Graduate School of Business, Universiti Utara Malaysia
2014
|
| Subjects: | |
| Online Access: | https://repo.uum.edu.my/id/eprint/11860/1/11.pdf |
| _version_ | 1803626315607179264 |
|---|---|
| author | Al-Refai, Abdalla Nayef Mohd Noor, Nor Azila |
| author_facet | Al-Refai, Abdalla Nayef Mohd Noor, Nor Azila |
| author_sort | Al-Refai, Abdalla Nayef |
| collection | UUM |
| description | This paper aim to examine the relationship between service quality dimensions and customer satisfaction in Malaysian mobile telecommunication market.The population of this study comprised of Malaysian mobile phone subscribers, the sample size was 112 and it was selected with simple random sampling technique.The data collection method was based on personally administered questionnaires to the respondents.Out of 112 questionnaires, 103 questionnaires were collected, and 9 questionnaires were not returned by the respondents.Moreover,
the results of this study show service quality
dimensions have positive relation effects on customer satisfaction in Malaysian mobile telecommunication market. |
| first_indexed | 2024-07-04T05:48:13Z |
| format | Article |
| id | uum-11860 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T05:48:13Z |
| publishDate | 2014 |
| publisher | Othman Yeop Abdullah (OYA) Graduate School of Business, Universiti Utara Malaysia |
| record_format | dspace |
| spelling | uum-118602016-04-17T06:23:46Z https://repo.uum.edu.my/id/eprint/11860/ Service quality dimensions and customer satisfaction in Malaysian mobile telecommunication market: An empirical investigation of the mobile phone market in Malaysia Al-Refai, Abdalla Nayef Mohd Noor, Nor Azila HD28 Management. Industrial Management This paper aim to examine the relationship between service quality dimensions and customer satisfaction in Malaysian mobile telecommunication market.The population of this study comprised of Malaysian mobile phone subscribers, the sample size was 112 and it was selected with simple random sampling technique.The data collection method was based on personally administered questionnaires to the respondents.Out of 112 questionnaires, 103 questionnaires were collected, and 9 questionnaires were not returned by the respondents.Moreover, the results of this study show service quality dimensions have positive relation effects on customer satisfaction in Malaysian mobile telecommunication market. Othman Yeop Abdullah (OYA) Graduate School of Business, Universiti Utara Malaysia 2014 Article PeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/11860/1/11.pdf Al-Refai, Abdalla Nayef and Mohd Noor, Nor Azila (2014) Service quality dimensions and customer satisfaction in Malaysian mobile telecommunication market: An empirical investigation of the mobile phone market in Malaysia. International Postgraduate Business Journal, 6 (1). pp. 27-48. ISSN 2180-2459 http://www.oyagsb.uum.edu.my/index.php/about-ipbj |
| spellingShingle | HD28 Management. Industrial Management Al-Refai, Abdalla Nayef Mohd Noor, Nor Azila Service quality dimensions and customer satisfaction in Malaysian mobile telecommunication market: An empirical investigation of the mobile phone market in Malaysia |
| title | Service quality dimensions and customer satisfaction in Malaysian mobile telecommunication market: An empirical investigation of the mobile phone market in Malaysia |
| title_full | Service quality dimensions and customer satisfaction in Malaysian mobile telecommunication market: An empirical investigation of the mobile phone market in Malaysia |
| title_fullStr | Service quality dimensions and customer satisfaction in Malaysian mobile telecommunication market: An empirical investigation of the mobile phone market in Malaysia |
| title_full_unstemmed | Service quality dimensions and customer satisfaction in Malaysian mobile telecommunication market: An empirical investigation of the mobile phone market in Malaysia |
| title_short | Service quality dimensions and customer satisfaction in Malaysian mobile telecommunication market: An empirical investigation of the mobile phone market in Malaysia |
| title_sort | service quality dimensions and customer satisfaction in malaysian mobile telecommunication market an empirical investigation of the mobile phone market in malaysia |
| topic | HD28 Management. Industrial Management |
| url | https://repo.uum.edu.my/id/eprint/11860/1/11.pdf |
| work_keys_str_mv | AT alrefaiabdallanayef servicequalitydimensionsandcustomersatisfactioninmalaysianmobiletelecommunicationmarketanempiricalinvestigationofthemobilephonemarketinmalaysia AT mohdnoornorazila servicequalitydimensionsandcustomersatisfactioninmalaysianmobiletelecommunicationmarketanempiricalinvestigationofthemobilephonemarketinmalaysia |