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A study of customer satisfaction using servqual in the context of internet service towards Telekom Malaysia / Nur Bazilah Zahari

The purpose of this study was to determine whether tangible, reliability responsiveness, assurance and empathy that influence customer satisfaction using SERVQUAL in the context of internet service toward Telekom Malaysia The population used in this study were customers at TM Point Sungai Petani. Sa...

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Main Author: Zahari, Nur Bazilah
Format: Student Project
Language:English
Published: 2019
Subjects:
Computer networks. Electronic information resources. Web portals. Internet. Web servers. Electronic mail messages
Consumer satisfaction
Online Access:http://ir.uitm.edu.my/id/eprint/35821/1/35821.pdf
http://ir.uitm.edu.my/id/eprint/35821/
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spelling my.uitm.ir.358212020-10-30T15:08:16Z http://ir.uitm.edu.my/id/eprint/35821/ A study of customer satisfaction using servqual in the context of internet service towards Telekom Malaysia / Nur Bazilah Zahari Zahari, Nur Bazilah Computer networks. Electronic information resources. Web portals. Internet. Web servers. Electronic mail messages Consumer satisfaction The purpose of this study was to determine whether tangible, reliability responsiveness, assurance and empathy that influence customer satisfaction using SERVQUAL in the context of internet service toward Telekom Malaysia The population used in this study were customers at TM Point Sungai Petani. Sampling technique used was simple random sampling with a total sample was 380 respondents. The data collection used was questionnaires method. Frequency distribution analysis, factor analysis, descriptive analysis, reliability analysis, Pearson’s correlation analysis and regression analysis was used as an analytical technique. Research results show that tangibles found to significant with customer satisfaction. While responsiveness, reliability, assurance and empathy found to be insignificant for this study. Therefore, the organization are expected to have a concern in improving reliability, responsiveness, assurance and empathy to satisfy the customer Keywords: customer satisfaction, SERVQUAL, internet service. 2019 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/35821/1/35821.pdf Zahari, Nur Bazilah (2019) A study of customer satisfaction using servqual in the context of internet service towards Telekom Malaysia / Nur Bazilah Zahari. [Student Project] (Unpublished)
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Computer networks. Electronic information resources. Web portals. Internet. Web servers. Electronic mail messages
Consumer satisfaction
spellingShingle Computer networks. Electronic information resources. Web portals. Internet. Web servers. Electronic mail messages
Consumer satisfaction
Zahari, Nur Bazilah
A study of customer satisfaction using servqual in the context of internet service towards Telekom Malaysia / Nur Bazilah Zahari
description The purpose of this study was to determine whether tangible, reliability responsiveness, assurance and empathy that influence customer satisfaction using SERVQUAL in the context of internet service toward Telekom Malaysia The population used in this study were customers at TM Point Sungai Petani. Sampling technique used was simple random sampling with a total sample was 380 respondents. The data collection used was questionnaires method. Frequency distribution analysis, factor analysis, descriptive analysis, reliability analysis, Pearson’s correlation analysis and regression analysis was used as an analytical technique. Research results show that tangibles found to significant with customer satisfaction. While responsiveness, reliability, assurance and empathy found to be insignificant for this study. Therefore, the organization are expected to have a concern in improving reliability, responsiveness, assurance and empathy to satisfy the customer Keywords: customer satisfaction, SERVQUAL, internet service.
format Student Project
author Zahari, Nur Bazilah
author_facet Zahari, Nur Bazilah
author_sort Zahari, Nur Bazilah
title A study of customer satisfaction using servqual in the context of internet service towards Telekom Malaysia / Nur Bazilah Zahari
title_short A study of customer satisfaction using servqual in the context of internet service towards Telekom Malaysia / Nur Bazilah Zahari
title_full A study of customer satisfaction using servqual in the context of internet service towards Telekom Malaysia / Nur Bazilah Zahari
title_fullStr A study of customer satisfaction using servqual in the context of internet service towards Telekom Malaysia / Nur Bazilah Zahari
title_full_unstemmed A study of customer satisfaction using servqual in the context of internet service towards Telekom Malaysia / Nur Bazilah Zahari
title_sort study of customer satisfaction using servqual in the context of internet service towards telekom malaysia / nur bazilah zahari
publishDate 2019
url http://ir.uitm.edu.my/id/eprint/35821/1/35821.pdf
http://ir.uitm.edu.my/id/eprint/35821/
_version_ 1685651332412735488
score 13.211869

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