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The Effect of Customers' Satisfaction towards Customer Loyalty among Mobile Telecomunication Providers in Malaysia

The purpose of this study is to understand the effect between customer satisfaction and customer loyalty in the Malaysian mobile telecommunication services. This sector is highly competitive as new players coming in, with aggressive price offering, high promotion, better network quality and great cu...

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Main Author: Sarina, Ismail
Format: Thesis
Language:English
English
Published: 2009
Subjects:
HF5415.33 Consumer Behavior.
Online Access:http://etd.uum.edu.my/1682/1/Sarina_Ismail.pdf
http://etd.uum.edu.my/1682/2/1.Sarina_Ismail.pdf
http://etd.uum.edu.my/1682/
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spelling my.uum.etd.16822013-07-24T12:12:47Z http://etd.uum.edu.my/1682/ The Effect of Customers' Satisfaction towards Customer Loyalty among Mobile Telecomunication Providers in Malaysia Sarina, Ismail HF5415.33 Consumer Behavior. The purpose of this study is to understand the effect between customer satisfaction and customer loyalty in the Malaysian mobile telecommunication services. This sector is highly competitive as new players coming in, with aggressive price offering, high promotion, better network quality and great customer service. 157 respondents participated in this study. Out of this five variable tested (Service Quality, Pricing, Switching Cost, and Brand Image) it is found that Responsiveness and Brand Image have a positive relationship on Customer Loyalty. The present study has its own limitation since this research is only conducted in Penang area. Therefore the finding of the study is unable to be generalize for the whole population of hand phone users in Malaysia as the sample size is considered small. In conclusion service providers must be able to understand the effect between customer satisfaction and customer loyal. It will be a great challenge for the service providers in preparing their strategic plan in maintaining customer loyalty, and at the same time expending their customer base. 2009 Thesis NonPeerReviewed application/pdf en http://etd.uum.edu.my/1682/1/Sarina_Ismail.pdf application/pdf en http://etd.uum.edu.my/1682/2/1.Sarina_Ismail.pdf Sarina, Ismail (2009) The Effect of Customers' Satisfaction towards Customer Loyalty among Mobile Telecomunication Providers in Malaysia. Masters thesis, Universiti Utara Malaysia.
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Electronic Theses
url_provider http://etd.uum.edu.my/
language English
English
topic HF5415.33 Consumer Behavior.
spellingShingle HF5415.33 Consumer Behavior.
Sarina, Ismail
The Effect of Customers' Satisfaction towards Customer Loyalty among Mobile Telecomunication Providers in Malaysia
description The purpose of this study is to understand the effect between customer satisfaction and customer loyalty in the Malaysian mobile telecommunication services. This sector is highly competitive as new players coming in, with aggressive price offering, high promotion, better network quality and great customer service. 157 respondents participated in this study. Out of this five variable tested (Service Quality, Pricing, Switching Cost, and Brand Image) it is found that Responsiveness and Brand Image have a positive relationship on Customer Loyalty. The present study has its own limitation since this research is only conducted in Penang area. Therefore the finding of the study is unable to be generalize for the whole population of hand phone users in Malaysia as the sample size is considered small. In conclusion service providers must be able to understand the effect between customer satisfaction and customer loyal. It will be a great challenge for the service providers in preparing their strategic plan in maintaining customer loyalty, and at the same time expending their customer base.
format Thesis
author Sarina, Ismail
author_facet Sarina, Ismail
author_sort Sarina, Ismail
title The Effect of Customers' Satisfaction towards Customer Loyalty among Mobile Telecomunication Providers in Malaysia
title_short The Effect of Customers' Satisfaction towards Customer Loyalty among Mobile Telecomunication Providers in Malaysia
title_full The Effect of Customers' Satisfaction towards Customer Loyalty among Mobile Telecomunication Providers in Malaysia
title_fullStr The Effect of Customers' Satisfaction towards Customer Loyalty among Mobile Telecomunication Providers in Malaysia
title_full_unstemmed The Effect of Customers' Satisfaction towards Customer Loyalty among Mobile Telecomunication Providers in Malaysia
title_sort effect of customers' satisfaction towards customer loyalty among mobile telecomunication providers in malaysia
publishDate 2009
url http://etd.uum.edu.my/1682/1/Sarina_Ismail.pdf
http://etd.uum.edu.my/1682/2/1.Sarina_Ismail.pdf
http://etd.uum.edu.my/1682/
_version_ 1644276497064656896
score 13.211869

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