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Determinants of customer satisfaction towards broadband services in Malaysia

The aim of this research is to understand the customer satisfaction of broadband services in Malaysia with regards to price, speed and stability. Demographic factors in which consist of education, nationality, monthly income are moderator of the study. This research was conducted based on random sam...

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Main Authors: Ahmad Syakir Junoh @ Ismail, Mohd Rafi Yaacob
Format: Non-Indexed Article
Published: Vol. 1 No. 2; September 2011 2011
Online Access:http://discol.umk.edu.my/id/eprint/7611/
http://www.ijbhtnet.com/journals/Vol_1_No_2_September_2011/17.pdf
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spelling my.umk.eprints.76112022-05-23T10:21:12Z http://discol.umk.edu.my/id/eprint/7611/ Determinants of customer satisfaction towards broadband services in Malaysia Ahmad Syakir Junoh @ Ismail Mohd Rafi Yaacob The aim of this research is to understand the customer satisfaction of broadband services in Malaysia with regards to price, speed and stability. Demographic factors in which consist of education, nationality, monthly income are moderator of the study. This research was conducted based on random sample of broadband users in Malaysia by using a questionnaire survey. Altogether 150 respondents in Klang Valley were surveyed for this study. The findings show that price, speed and stability have no significant relationship with customer satisfaction level on broadband in Malaysia. However, there are associations between education level and stability factors, monthly income level and price factors, nationality and price factors, gender and acceptable price level, monthly income and internet broadband usage period and gender and speed. This research provides a useful starting point to understand the customer satisfaction level of broadband services in Malaysia. The findings of the research may have implication for internet broadband service providers in enhancing their pricing strategy and improving their service particularly in speed and stability. Thus it will help Malaysian Government in encouraging and promoting the adoption and utilization of internet broadband to boost the economy. Vol. 1 No. 2; September 2011 2011-09 Non-Indexed Article NonPeerReviewed Ahmad Syakir Junoh @ Ismail and Mohd Rafi Yaacob (2011) Determinants of customer satisfaction towards broadband services in Malaysia. International Journal of Business, Humanities and Technology, 1 (2). pp. 123-134. ISSN 2162-1381 http://www.ijbhtnet.com/journals/Vol_1_No_2_September_2011/17.pdf
institution Universiti Malaysia Kelantan
building Perpustakaan Universiti Malaysia Kelantan
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Kelantan
content_source UMK Institutional Repository
url_provider http://umkeprints.umk.edu.my/
description The aim of this research is to understand the customer satisfaction of broadband services in Malaysia with regards to price, speed and stability. Demographic factors in which consist of education, nationality, monthly income are moderator of the study. This research was conducted based on random sample of broadband users in Malaysia by using a questionnaire survey. Altogether 150 respondents in Klang Valley were surveyed for this study. The findings show that price, speed and stability have no significant relationship with customer satisfaction level on broadband in Malaysia. However, there are associations between education level and stability factors, monthly income level and price factors, nationality and price factors, gender and acceptable price level, monthly income and internet broadband usage period and gender and speed. This research provides a useful starting point to understand the customer satisfaction level of broadband services in Malaysia. The findings of the research may have implication for internet broadband service providers in enhancing their pricing strategy and improving their service particularly in speed and stability. Thus it will help Malaysian Government in encouraging and promoting the adoption and utilization of internet broadband to boost the economy.
format Non-Indexed Article
author Ahmad Syakir Junoh @ Ismail
Mohd Rafi Yaacob
spellingShingle Ahmad Syakir Junoh @ Ismail
Mohd Rafi Yaacob
Determinants of customer satisfaction towards broadband services in Malaysia
author_facet Ahmad Syakir Junoh @ Ismail
Mohd Rafi Yaacob
author_sort Ahmad Syakir Junoh @ Ismail
title Determinants of customer satisfaction towards broadband services in Malaysia
title_short Determinants of customer satisfaction towards broadband services in Malaysia
title_full Determinants of customer satisfaction towards broadband services in Malaysia
title_fullStr Determinants of customer satisfaction towards broadband services in Malaysia
title_full_unstemmed Determinants of customer satisfaction towards broadband services in Malaysia
title_sort determinants of customer satisfaction towards broadband services in malaysia
publisher Vol. 1 No. 2; September 2011
publishDate 2011
url http://discol.umk.edu.my/id/eprint/7611/
http://www.ijbhtnet.com/journals/Vol_1_No_2_September_2011/17.pdf
_version_ 1763303866029309952
score 13.211869

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