Universiti Teknologi Malaysia Institutional Repository

Customer satisfaction factors towards mobile network services

Abu Hanifah, Izyan Munyanti and Masrom, Maslin (2018) Customer satisfaction factors towards mobile network services. Journal Of Advanced Research In Business And Management Studies, 13 (1). pp. 9-18. ISSN 2462-1935


Official URL: http://www.akademiabaru.com/doc/ARBMSV13_N1_P9_18....


The Malaysian mobile telecommunication services market has experienced a tremendous growth over the last few years. Competition among existing players has also intensified as companies are increasingly focusing on retaining existing and new customers. This study investigated factors that could become the customer satisfaction index in determining the customer needs and expectation towards mobile network service operators or providers in Malaysia. Service quality, billing and price, network connectivity, customer services and delighting promotion are the major dimensions or factors of customer satisfaction. A structured questionnaire was utilized to collect the data from 163 customers by simple random sampling technique. The statistical analyses were made in giving an idea to the mobile service providers to focus on maintaining and enhancing the services in customer satisfaction, repurchase intention and recommendation of services to others. Thus, the finding of this study could help the telecommunication companies in improving the quality of their services for better and greater customer satisfaction in developing new strategies and as a bench-marking to them.

Item Type:Article
Uncontrolled Keywords:Customer satisfaction, mobile network services, quality of services, network quality, customer services
Subjects:H Social Sciences > H Social Sciences (General)
Q Science > QA Mathematics > QA75 Electronic computers. Computer science
ID Code:81991
Deposited By: Yanti Mohd Shah
Deposited On:30 Sep 2019 09:00
Last Modified:10 Oct 2019 02:46

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