The Influence of Service Quality on Customer Satisfaction towards Internet Service Providers among Malaysian
Malaysia's internet connectivity has significantly increased over the last decade, boosting competitiveness and supporting economic growth. The number of Internet Service Providers (ISPs) has been steadily expanding, and competition is intensifying. As a result, it's crucial to comprehend...
| Main Authors: | , , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Universiti Malaysia Perlis
2022
|
| Subjects: | |
| Online Access: | https://repo.uum.edu.my/id/eprint/30929/1/IJBT%2012%2001%202022%2033-44.pdf |
| _version_ | 1825806270313005056 |
|---|---|
| author | Md Yusof, Zahayu Nagapan, Krudharshaini Amir, Sofia Nasir, Nazifa Zulhafizsyam, Wan Muhammad |
| author_facet | Md Yusof, Zahayu Nagapan, Krudharshaini Amir, Sofia Nasir, Nazifa Zulhafizsyam, Wan Muhammad |
| author_sort | Md Yusof, Zahayu |
| collection | UUM |
| description | Malaysia's internet connectivity has significantly increased over the last decade, boosting competitiveness and supporting economic growth. The number of Internet Service Providers (ISPs) has been steadily expanding, and competition is intensifying. As a result, it's crucial to comprehend why clients stick with a given service provider. The impact of service quality on customer satisfaction with internet service providers among Malaysians is investigated in this study. The responses were collected using a google form from 181 post-paid mobile subscribers in Malaysia. According to the findings of structural equation modelling, service quality is a significant predictor of customer happiness, which leads to tangibles and responsiveness. The findings offer useful managerial advice on how to manage customer happiness and loyalty. It is crucial for the organisations to know how to gauge these factors from the buyers' point of view with a specific target to better comprehend their requirements and consequently fulfil them |
| first_indexed | 2024-07-04T06:46:51Z |
| format | Article |
| id | uum-30929 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T06:46:51Z |
| publishDate | 2022 |
| publisher | Universiti Malaysia Perlis |
| record_format | eprints |
| spelling | uum-309292024-06-23T09:38:12Z https://repo.uum.edu.my/id/eprint/30929/ The Influence of Service Quality on Customer Satisfaction towards Internet Service Providers among Malaysian Md Yusof, Zahayu Nagapan, Krudharshaini Amir, Sofia Nasir, Nazifa Zulhafizsyam, Wan Muhammad QA Mathematics Malaysia's internet connectivity has significantly increased over the last decade, boosting competitiveness and supporting economic growth. The number of Internet Service Providers (ISPs) has been steadily expanding, and competition is intensifying. As a result, it's crucial to comprehend why clients stick with a given service provider. The impact of service quality on customer satisfaction with internet service providers among Malaysians is investigated in this study. The responses were collected using a google form from 181 post-paid mobile subscribers in Malaysia. According to the findings of structural equation modelling, service quality is a significant predictor of customer happiness, which leads to tangibles and responsiveness. The findings offer useful managerial advice on how to manage customer happiness and loyalty. It is crucial for the organisations to know how to gauge these factors from the buyers' point of view with a specific target to better comprehend their requirements and consequently fulfil them Universiti Malaysia Perlis 2022 Article PeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/30929/1/IJBT%2012%2001%202022%2033-44.pdf Md Yusof, Zahayu and Nagapan, Krudharshaini and Amir, Sofia and Nasir, Nazifa and Zulhafizsyam, Wan Muhammad (2022) The Influence of Service Quality on Customer Satisfaction towards Internet Service Providers among Malaysian. International Journal of Business and Technopreneurship, 12 (1). pp. 33-44. ISSN 2231-7090 http://dspace.unimap.edu.my/handle/123456789/75334?show=full |
| spellingShingle | QA Mathematics Md Yusof, Zahayu Nagapan, Krudharshaini Amir, Sofia Nasir, Nazifa Zulhafizsyam, Wan Muhammad The Influence of Service Quality on Customer Satisfaction towards Internet Service Providers among Malaysian |
| title | The Influence of Service Quality on Customer Satisfaction towards
Internet Service Providers among Malaysian |
| title_full | The Influence of Service Quality on Customer Satisfaction towards
Internet Service Providers among Malaysian |
| title_fullStr | The Influence of Service Quality on Customer Satisfaction towards
Internet Service Providers among Malaysian |
| title_full_unstemmed | The Influence of Service Quality on Customer Satisfaction towards
Internet Service Providers among Malaysian |
| title_short | The Influence of Service Quality on Customer Satisfaction towards
Internet Service Providers among Malaysian |
| title_sort | influence of service quality on customer satisfaction towards internet service providers among malaysian |
| topic | QA Mathematics |
| url | https://repo.uum.edu.my/id/eprint/30929/1/IJBT%2012%2001%202022%2033-44.pdf |
| work_keys_str_mv | AT mdyusofzahayu theinfluenceofservicequalityoncustomersatisfactiontowardsinternetserviceprovidersamongmalaysian AT nagapankrudharshaini theinfluenceofservicequalityoncustomersatisfactiontowardsinternetserviceprovidersamongmalaysian AT amirsofia theinfluenceofservicequalityoncustomersatisfactiontowardsinternetserviceprovidersamongmalaysian AT nasirnazifa theinfluenceofservicequalityoncustomersatisfactiontowardsinternetserviceprovidersamongmalaysian AT zulhafizsyamwanmuhammad theinfluenceofservicequalityoncustomersatisfactiontowardsinternetserviceprovidersamongmalaysian AT mdyusofzahayu influenceofservicequalityoncustomersatisfactiontowardsinternetserviceprovidersamongmalaysian AT nagapankrudharshaini influenceofservicequalityoncustomersatisfactiontowardsinternetserviceprovidersamongmalaysian AT amirsofia influenceofservicequalityoncustomersatisfactiontowardsinternetserviceprovidersamongmalaysian AT nasirnazifa influenceofservicequalityoncustomersatisfactiontowardsinternetserviceprovidersamongmalaysian AT zulhafizsyamwanmuhammad influenceofservicequalityoncustomersatisfactiontowardsinternetserviceprovidersamongmalaysian |