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Evaluation of broadband usage and service quality in Kota Kinabalu, Sabah / Ridwan Mokhtar, Yaakob Mahmood and Nasrul Fadhrullah Isa

This survey study was carried out to measure broadband usage and service quality in Kota Kinabalu. Data was collected using a questionnaire from a random sample of 301 respondents in nine major areas in Kota Kinabalu. The main focus of the study is to examine the profile of broadband users as well a...

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Main Authors: Mokhtar, Ridwan, Mahmood, Yaakob, Isa, Nasrul Fadhrullah
Format: Thesis
Language:English
Published: 2010
Subjects:
Customer services. Customer relations
Online Access:https://ir.uitm.edu.my/id/eprint/92758/1/92758.pdf
https://ir.uitm.edu.my/id/eprint/92758/
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spelling my.uitm.ir.927582024-05-07T04:20:10Z https://ir.uitm.edu.my/id/eprint/92758/ Evaluation of broadband usage and service quality in Kota Kinabalu, Sabah / Ridwan Mokhtar, Yaakob Mahmood and Nasrul Fadhrullah Isa Mokhtar, Ridwan Mahmood, Yaakob Isa, Nasrul Fadhrullah Customer services. Customer relations This survey study was carried out to measure broadband usage and service quality in Kota Kinabalu. Data was collected using a questionnaire from a random sample of 301 respondents in nine major areas in Kota Kinabalu. The main focus of the study is to examine the profile of broadband users as well as to measure the service quality that consists of three dimensions: product, customer service and charges/billing. Respondents were asked to rate the importance and their satisfaction level on 27 items on broadband service in their area on a 5-point Likert scale. Customer Satisfaction Index (CSI) is measured by the mean scores of all items in the three dimensions. The results showed that broadband users are mostly young professionals in the private sector, with moderate to high income and high education. This indicates that the broadband market has a great potential for expansion. Based on the results, it shows that service providers have provided an above average service in their charges/billing system but several aspects of the product and customer services need to be upgraded. Comparisons of CSI using ANOVA reveal that satisfaction is below average across all demographic variables, except gender. 2010 Thesis NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/92758/1/92758.pdf Evaluation of broadband usage and service quality in Kota Kinabalu, Sabah / Ridwan Mokhtar, Yaakob Mahmood and Nasrul Fadhrullah Isa. (2010) Masters thesis, thesis, Universiti Teknologi MARA, Sabah.
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 Customer services. Customer relations
spellingShingle Customer services. Customer relations
Mokhtar, Ridwan
Mahmood, Yaakob
Isa, Nasrul Fadhrullah
Evaluation of broadband usage and service quality in Kota Kinabalu, Sabah / Ridwan Mokhtar, Yaakob Mahmood and Nasrul Fadhrullah Isa
description This survey study was carried out to measure broadband usage and service quality in Kota Kinabalu. Data was collected using a questionnaire from a random sample of 301 respondents in nine major areas in Kota Kinabalu. The main focus of the study is to examine the profile of broadband users as well as to measure the service quality that consists of three dimensions: product, customer service and charges/billing. Respondents were asked to rate the importance and their satisfaction level on 27 items on broadband service in their area on a 5-point Likert scale. Customer Satisfaction Index (CSI) is measured by the mean scores of all items in the three dimensions. The results showed that broadband users are mostly young professionals in the private sector, with moderate to high income and high education. This indicates that the broadband market has a great potential for expansion. Based on the results, it shows that service providers have provided an above average service in their charges/billing system but several aspects of the product and customer services need to be upgraded. Comparisons of CSI using ANOVA reveal that satisfaction is below average across all demographic variables, except gender.
format Thesis
author Mokhtar, Ridwan
Mahmood, Yaakob
Isa, Nasrul Fadhrullah
author_facet Mokhtar, Ridwan
Mahmood, Yaakob
Isa, Nasrul Fadhrullah
author_sort Mokhtar, Ridwan
title Evaluation of broadband usage and service quality in Kota Kinabalu, Sabah / Ridwan Mokhtar, Yaakob Mahmood and Nasrul Fadhrullah Isa
title_short Evaluation of broadband usage and service quality in Kota Kinabalu, Sabah / Ridwan Mokhtar, Yaakob Mahmood and Nasrul Fadhrullah Isa
title_full Evaluation of broadband usage and service quality in Kota Kinabalu, Sabah / Ridwan Mokhtar, Yaakob Mahmood and Nasrul Fadhrullah Isa
title_fullStr Evaluation of broadband usage and service quality in Kota Kinabalu, Sabah / Ridwan Mokhtar, Yaakob Mahmood and Nasrul Fadhrullah Isa
title_full_unstemmed Evaluation of broadband usage and service quality in Kota Kinabalu, Sabah / Ridwan Mokhtar, Yaakob Mahmood and Nasrul Fadhrullah Isa
title_sort evaluation of broadband usage and service quality in kota kinabalu, sabah / ridwan mokhtar, yaakob mahmood and nasrul fadhrullah isa
publishDate 2010
url https://ir.uitm.edu.my/id/eprint/92758/1/92758.pdf
https://ir.uitm.edu.my/id/eprint/92758/
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score 13.211869

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