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...

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Main Authors: Al-Refai, Abdalla Nayef, Mohd Noor, Nor Azila
Format: Article
Language:English
Published: Othman Yeop Abdullah (OYA) Graduate School of Business, Universiti Utara Malaysia 2014
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Online Access:http://repo.uum.edu.my/11860/1/11.pdf
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spelling my.uum.repo.118602016-04-17T06:23:46Z http://repo.uum.edu.my/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 http://repo.uum.edu.my/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
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
language English
topic HD28 Management. Industrial Management
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
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.
format Article
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
title 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_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_sort service quality dimensions and customer satisfaction in malaysian mobile telecommunication market: an empirical investigation of the mobile phone market in malaysia
publisher Othman Yeop Abdullah (OYA) Graduate School of Business, Universiti Utara Malaysia
publishDate 2014
url http://repo.uum.edu.my/11860/1/11.pdf
http://repo.uum.edu.my/11860/
http://www.oyagsb.uum.edu.my/index.php/about-ipbj
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