A customer satisfaction model for a utility service industry
This paper explores the effect of Image, Customer Expectation, Perceived Quality and Perceived Value on Customer Satisfaction, and to investigate the effect of Image and Customer Satisfaction on Customer Loyalty of mobile phone provider in Malaysia.The result of this research is based on data gather...
| Main Authors: | , , |
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| Format: | Conference or Workshop Item |
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2016
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| _version_ | 1825804218929250304 |
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| author | Jamil, Jastini Mohd Nawawi, Mohd Kamal Ramli, Razamin |
| author_facet | Jamil, Jastini Mohd Nawawi, Mohd Kamal Ramli, Razamin |
| author_sort | Jamil, Jastini |
| collection | UUM |
| description | This paper explores the effect of Image, Customer Expectation, Perceived Quality and Perceived Value on Customer Satisfaction, and to investigate the effect of Image and Customer Satisfaction on Customer Loyalty of mobile phone provider in Malaysia.The result of this research is based on data gathered online from international students in one of the public university in Malaysia. Partial Least Squares Structural Equation Modeling (PLS-SEM) has been used to analyze the data that have been collected from the international students’ perceptions.The results found that Image and Perceived Quality have significant impact on Customer Satisfaction.Image and Customer Satisfaction ware also found to have significantly related to Customer Loyalty. However, no significant impact has been found between Customer Expectation with Customer Satisfaction, Perceived Value with Customer Satisfaction, and Customer Expectation with Perceived Value. We hope that the findings may assist the mobile phone provider in production and promotion of their services. |
| first_indexed | 2024-07-04T06:10:51Z |
| format | Conference or Workshop Item |
| id | uum-19559 |
| institution | Universiti Utara Malaysia |
| last_indexed | 2024-07-04T06:10:51Z |
| publishDate | 2016 |
| record_format | eprints |
| spelling | uum-195592016-11-15T06:16:00Z https://repo.uum.edu.my/id/eprint/19559/ A customer satisfaction model for a utility service industry Jamil, Jastini Mohd Nawawi, Mohd Kamal Ramli, Razamin QA75 Electronic computers. Computer science This paper explores the effect of Image, Customer Expectation, Perceived Quality and Perceived Value on Customer Satisfaction, and to investigate the effect of Image and Customer Satisfaction on Customer Loyalty of mobile phone provider in Malaysia.The result of this research is based on data gathered online from international students in one of the public university in Malaysia. Partial Least Squares Structural Equation Modeling (PLS-SEM) has been used to analyze the data that have been collected from the international students’ perceptions.The results found that Image and Perceived Quality have significant impact on Customer Satisfaction.Image and Customer Satisfaction ware also found to have significantly related to Customer Loyalty. However, no significant impact has been found between Customer Expectation with Customer Satisfaction, Perceived Value with Customer Satisfaction, and Customer Expectation with Perceived Value. We hope that the findings may assist the mobile phone provider in production and promotion of their services. 2016-03-11 Conference or Workshop Item PeerReviewed Jamil, Jastini and Mohd Nawawi, Mohd Kamal and Ramli, Razamin (2016) A customer satisfaction model for a utility service industry. In: 2016 International Conference on Applied Science and Technology (ICAST 2016), 11–13 April 2016, Kedah, Malaysia. http://doi.org/10.1063/1.4960911 doi:10.1063/1.4960911 doi:10.1063/1.4960911 |
| spellingShingle | QA75 Electronic computers. Computer science Jamil, Jastini Mohd Nawawi, Mohd Kamal Ramli, Razamin A customer satisfaction model for a utility service industry |
| title | A customer satisfaction model for a utility service industry |
| title_full | A customer satisfaction model for a utility service industry |
| title_fullStr | A customer satisfaction model for a utility service industry |
| title_full_unstemmed | A customer satisfaction model for a utility service industry |
| title_short | A customer satisfaction model for a utility service industry |
| title_sort | customer satisfaction model for a utility service industry |
| topic | QA75 Electronic computers. Computer science |
| work_keys_str_mv | AT jamiljastini acustomersatisfactionmodelforautilityserviceindustry AT mohdnawawimohdkamal acustomersatisfactionmodelforautilityserviceindustry AT ramlirazamin acustomersatisfactionmodelforautilityserviceindustry AT jamiljastini customersatisfactionmodelforautilityserviceindustry AT mohdnawawimohdkamal customersatisfactionmodelforautilityserviceindustry AT ramlirazamin customersatisfactionmodelforautilityserviceindustry |