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An analysis of total quality management and customer satisfaction among mobile service users / Intan Nurjannah Mohamed Sabri and Arifha Mohamad

Customer satisfaction is one of the major concerns today. Total quality management (TQM) assists the telecommunication industry in retaining and acquiring the satisfaction of the customer. Therefore, the intention of the study is to identify the relationship between customer satisfaction and TQM in...

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Main Authors: Mohamed Sabri, Intan Nurjannah, Mohamad, Arifha
Format: Article
Language:English
Published: Universiti Teknologi MARA, Negeri Sembilan 2023
Subjects:
Consumer satisfaction
Online Access:https://ir.uitm.edu.my/id/eprint/87585/1/87585.pdf
https://ir.uitm.edu.my/id/eprint/87585/
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spelling my.uitm.ir.875852023-11-23T05:14:20Z https://ir.uitm.edu.my/id/eprint/87585/ An analysis of total quality management and customer satisfaction among mobile service users / Intan Nurjannah Mohamed Sabri and Arifha Mohamad joa Mohamed Sabri, Intan Nurjannah Mohamad, Arifha Consumer satisfaction Customer satisfaction is one of the major concerns today. Total quality management (TQM) assists the telecommunication industry in retaining and acquiring the satisfaction of the customer. Therefore, the intention of the study is to identify the relationship between customer satisfaction and TQM in Malaysia’s telecommunication industry. In addition, this study uses quantitative methods by distributing questionnaires to respondents. The distribution of questionnaires to the customer of various types of telecommunication service providers as respondent for this study. Based on Krejcie & Morgan sample size table, 384 respondents should be involved in this study. However, only 237 successful questionnaires were returned. The Statistical Packages for Social Science (SPSS) software is being utilized in this study to analyze the data obtained. The analysis consists of descriptive analysis and correlation analysis. The result shows that there is a significant relationship between TQM and customer satisfaction. This study is important to expand the understanding of the researchers toward the TQM in telecommunication sector which the focus of this study is mobile service provider such as Celcom, Digi, and Maxis. Universiti Teknologi MARA, Negeri Sembilan 2023-10 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/87585/1/87585.pdf An analysis of total quality management and customer satisfaction among mobile service users / Intan Nurjannah Mohamed Sabri and Arifha Mohamad. (2023) Journal of Academia <https://ir.uitm.edu.my/view/publication/Journal_of_Academia/>, 11. pp. 44-50. ISSN 2289-6368
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 Consumer satisfaction
spellingShingle Consumer satisfaction
Mohamed Sabri, Intan Nurjannah
Mohamad, Arifha
An analysis of total quality management and customer satisfaction among mobile service users / Intan Nurjannah Mohamed Sabri and Arifha Mohamad
description Customer satisfaction is one of the major concerns today. Total quality management (TQM) assists the telecommunication industry in retaining and acquiring the satisfaction of the customer. Therefore, the intention of the study is to identify the relationship between customer satisfaction and TQM in Malaysia’s telecommunication industry. In addition, this study uses quantitative methods by distributing questionnaires to respondents. The distribution of questionnaires to the customer of various types of telecommunication service providers as respondent for this study. Based on Krejcie & Morgan sample size table, 384 respondents should be involved in this study. However, only 237 successful questionnaires were returned. The Statistical Packages for Social Science (SPSS) software is being utilized in this study to analyze the data obtained. The analysis consists of descriptive analysis and correlation analysis. The result shows that there is a significant relationship between TQM and customer satisfaction. This study is important to expand the understanding of the researchers toward the TQM in telecommunication sector which the focus of this study is mobile service provider such as Celcom, Digi, and Maxis.
format Article
author Mohamed Sabri, Intan Nurjannah
Mohamad, Arifha
author_facet Mohamed Sabri, Intan Nurjannah
Mohamad, Arifha
author_sort Mohamed Sabri, Intan Nurjannah
title An analysis of total quality management and customer satisfaction among mobile service users / Intan Nurjannah Mohamed Sabri and Arifha Mohamad
title_short An analysis of total quality management and customer satisfaction among mobile service users / Intan Nurjannah Mohamed Sabri and Arifha Mohamad
title_full An analysis of total quality management and customer satisfaction among mobile service users / Intan Nurjannah Mohamed Sabri and Arifha Mohamad
title_fullStr An analysis of total quality management and customer satisfaction among mobile service users / Intan Nurjannah Mohamed Sabri and Arifha Mohamad
title_full_unstemmed An analysis of total quality management and customer satisfaction among mobile service users / Intan Nurjannah Mohamed Sabri and Arifha Mohamad
title_sort analysis of total quality management and customer satisfaction among mobile service users / intan nurjannah mohamed sabri and arifha mohamad
publisher Universiti Teknologi MARA, Negeri Sembilan
publishDate 2023
url https://ir.uitm.edu.my/id/eprint/87585/1/87585.pdf
https://ir.uitm.edu.my/id/eprint/87585/
_version_ 1783882375150698496
score 13.211869

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