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The influence of service quality on customer satisfaction towards Internet Service Providers among Malaysian

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Main Authors: Zahayu, Md Yusof, Krudharshaini, Nagapan, Sofia, Amir, Nazifa, Nasir, Wan Muhammad Zulhafizsyam
Other Authors: zahayu@uum.edu.my
Format: Article
Language:English
Published: School of Business Innovation and Technopreneurship, Universiti Malaysia Perlis (UniMAP) 2022
Subjects:
Telecommunication
Structural equation modelling
Customer satisfaction
Service quality
Loyalty
Internet Service Providers (ISP)
Online Access:http://dspace.unimap.edu.my:80/xmlui/handle/123456789/75334
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spelling my.unimap-753342022-05-30T06:36:58Z The influence of service quality on customer satisfaction towards Internet Service Providers among Malaysian Zahayu, Md Yusof Krudharshaini, Nagapan Sofia, Amir Nazifa, Nasir Wan Muhammad Zulhafizsyam zahayu@uum.edu.my Telecommunication Structural equation modelling Customer satisfaction Service quality Loyalty Internet Service Providers (ISP) Link to publisher's homepage at https://ijbt.unimap.edu.my Malaysia's internet connectivity has significantly increased over the last decade, boosting competitiveness and supporting economic growth. The number of Internet Service Providers (ISPs) has been steadily expanding, and competition is intensifying. As a result, it's crucial to comprehend why clients stick with a given service provider. The impact of service quality on customer satisfaction with internet service providers among Malaysians is investigated in this study. The responses were collected using a google form from 181 post-paid mobile subscribers in Malaysia. According to the findings of structural equation modelling, service quality is a significant predictor of customer happiness, which leads to tangibles and responsiveness. The findings offer useful managerial advice on how to manage customer happiness and loyalty. It is crucial for the organisations to know how to gauge these factors from the buyers' point of view with a specific target to better comprehend their requirements and consequently fulfil them. 2022-05-30T06:36:58Z 2022-05-30T06:36:58Z 2022-02 Article International Journal of Business and Technopreneurship, vol.12(1), 2022, pages 33-44 2231-7090 (printed) 2232-1543 (online) http://dspace.unimap.edu.my:80/xmlui/handle/123456789/75334 https://ijbt.unimap.edu.my en School of Business Innovation and Technopreneurship, Universiti Malaysia Perlis (UniMAP)
institution Universiti Malaysia Perlis
building UniMAP Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Perlis
content_source UniMAP Library Digital Repository
url_provider http://dspace.unimap.edu.my/
language English
topic Telecommunication
Structural equation modelling
Customer satisfaction
Service quality
Loyalty
Internet Service Providers (ISP)
spellingShingle Telecommunication
Structural equation modelling
Customer satisfaction
Service quality
Loyalty
Internet Service Providers (ISP)
Zahayu, Md Yusof
Krudharshaini, Nagapan
Sofia, Amir
Nazifa, Nasir
Wan Muhammad Zulhafizsyam
The influence of service quality on customer satisfaction towards Internet Service Providers among Malaysian
description Link to publisher's homepage at https://ijbt.unimap.edu.my
author2 zahayu@uum.edu.my
author_facet zahayu@uum.edu.my
Zahayu, Md Yusof
Krudharshaini, Nagapan
Sofia, Amir
Nazifa, Nasir
Wan Muhammad Zulhafizsyam
format Article
author Zahayu, Md Yusof
Krudharshaini, Nagapan
Sofia, Amir
Nazifa, Nasir
Wan Muhammad Zulhafizsyam
author_sort Zahayu, Md Yusof
title The influence of service quality on customer satisfaction towards Internet Service Providers among Malaysian
title_short The influence of service quality on customer satisfaction towards Internet Service Providers among Malaysian
title_full The influence of service quality on customer satisfaction towards Internet Service Providers among Malaysian
title_fullStr The influence of service quality on customer satisfaction towards Internet Service Providers among Malaysian
title_full_unstemmed The influence of service quality on customer satisfaction towards Internet Service Providers among Malaysian
title_sort influence of service quality on customer satisfaction towards internet service providers among malaysian
publisher School of Business Innovation and Technopreneurship, Universiti Malaysia Perlis (UniMAP)
publishDate 2022
url http://dspace.unimap.edu.my:80/xmlui/handle/123456789/75334
_version_ 1738511736779046912
score 13.222552

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