Staff View: A study on the factors that influence the switching barriers at TM Point Tanah Merah / Norhayati Hassan

A study on the factors that influence the switching barriers at TM Point Tanah Merah / Norhayati Hassan

Recently, telecommunication industries face an intense competition and it gives the effects for all telecommunication’s companies. So, the telecommunication companies need to implement the good strategies in order to retain the customer’s loyalty. Switching barriers have a large effect on the custom...

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Main Author:	Hassan, Norhayati
Format:	Thesis
Language:	English
Published:	2013
Subjects:	Telecommunication industry. Telegraph Online information services industry. Including Internet service providers Computer networks. Electronic information resources. Wireless Internet. Wireless communication systems. Mobile communication systems. Access control
Online Access:	http://ir.uitm.edu.my/id/eprint/37885/1/37885.pdf http://ir.uitm.edu.my/id/eprint/37885/
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id	my.uitm.ir.37885
record_format	eprints
spelling	my.uitm.ir.378852020-12-15T04:37:36Z http://ir.uitm.edu.my/id/eprint/37885/ A study on the factors that influence the switching barriers at TM Point Tanah Merah / Norhayati Hassan Hassan, Norhayati Telecommunication industry. Telegraph Online information services industry. Including Internet service providers Computer networks. Electronic information resources. Wireless Internet. Wireless communication systems. Mobile communication systems. Access control Recently, telecommunication industries face an intense competition and it gives the effects for all telecommunication’s companies. So, the telecommunication companies need to implement the good strategies in order to retain the customer’s loyalty. Switching barriers have a large effect on the customer retention and the researcher interested to study the factors that influence the switching barriers at TM Point Tanah Merah. A set of questionnaires was distributed to the respondents randomly by using fifty (50) respondents to get the data. Several factors that being discussed in this research are switching cost, attractiveness of alternatives and service recovery. The data is analyzed using frequency analysis, reliability, correlation and regression analysis by using Statistical Package for Social Science (SPSS) version 20.0. In this research, the finding shows that switching cost, attractiveness of alternatives and service recovery are significant to the switching barriers. Referring to the finding of this research, it shows that switching cost is the most factors that influence the switching barriers at TM Point Tanah Merah. As a conclusion, three of independent variables such as switching cost, attractiveness of alternatives and service recovery have positive relationship with dependent variable which is switching barriers. So, there are some recommendations from researcher that can help TM Point Tanah Merah to reduce the number of terminations. 2013-01 Thesis NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/37885/1/37885.pdf Hassan, Norhayati (2013) A study on the factors that influence the switching barriers at TM Point Tanah Merah / Norhayati Hassan. Degree thesis, Universiti Teknologi MARA Cawangan Kelantan.
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	Telecommunication industry. Telegraph Online information services industry. Including Internet service providers Computer networks. Electronic information resources. Wireless Internet. Wireless communication systems. Mobile communication systems. Access control
spellingShingle	Telecommunication industry. Telegraph Online information services industry. Including Internet service providers Computer networks. Electronic information resources. Wireless Internet. Wireless communication systems. Mobile communication systems. Access control Hassan, Norhayati A study on the factors that influence the switching barriers at TM Point Tanah Merah / Norhayati Hassan
description	Recently, telecommunication industries face an intense competition and it gives the effects for all telecommunication’s companies. So, the telecommunication companies need to implement the good strategies in order to retain the customer’s loyalty. Switching barriers have a large effect on the customer retention and the researcher interested to study the factors that influence the switching barriers at TM Point Tanah Merah. A set of questionnaires was distributed to the respondents randomly by using fifty (50) respondents to get the data. Several factors that being discussed in this research are switching cost, attractiveness of alternatives and service recovery. The data is analyzed using frequency analysis, reliability, correlation and regression analysis by using Statistical Package for Social Science (SPSS) version 20.0. In this research, the finding shows that switching cost, attractiveness of alternatives and service recovery are significant to the switching barriers. Referring to the finding of this research, it shows that switching cost is the most factors that influence the switching barriers at TM Point Tanah Merah. As a conclusion, three of independent variables such as switching cost, attractiveness of alternatives and service recovery have positive relationship with dependent variable which is switching barriers. So, there are some recommendations from researcher that can help TM Point Tanah Merah to reduce the number of terminations.
format	Thesis
author	Hassan, Norhayati
author_facet	Hassan, Norhayati
author_sort	Hassan, Norhayati
title	A study on the factors that influence the switching barriers at TM Point Tanah Merah / Norhayati Hassan
title_short	A study on the factors that influence the switching barriers at TM Point Tanah Merah / Norhayati Hassan
title_full	A study on the factors that influence the switching barriers at TM Point Tanah Merah / Norhayati Hassan
title_fullStr	A study on the factors that influence the switching barriers at TM Point Tanah Merah / Norhayati Hassan
title_full_unstemmed	A study on the factors that influence the switching barriers at TM Point Tanah Merah / Norhayati Hassan
title_sort	study on the factors that influence the switching barriers at tm point tanah merah / norhayati hassan
publishDate	2013
url	http://ir.uitm.edu.my/id/eprint/37885/1/37885.pdf http://ir.uitm.edu.my/id/eprint/37885/
_version_	1687396678861062144
score	13.226497

A study on the factors that influence the switching barriers at TM Point Tanah Merah / Norhayati Hassan

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