Staff View: The relationship between service quality and satisfaction on customer loyalty in Malaysian mobile communication industry

The relationship between service quality and satisfaction on customer loyalty in Malaysian mobile communication industry

The paper explores the relationship between service quality and customer satisfaction on customer loyalty with regards to mobile phone usage among the postgraduate students of a university in Northern Malaysia. The sample consists of 341 students randomly selected from the population frame provided...

Full description

Saved in:

Bibliographic Details
Main Authors:	Mohd Mokhtar, Sany Sanuri, Maiyaki, Ahmed Audu, Mohd Noor, Norzaini
Format:	Article
Language:	English
Published:	IIU Press and Research Centre, A.C. 2011
Subjects:	HD28 Management. Industrial Management
Online Access:	http://repo.uum.edu.my/9144/1/B.pdf http://repo.uum.edu.my/9144/ http://www.iiuedu.eu/press/journals/sds.html
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my.uum.repo.9144
record_format	eprints
spelling	my.uum.repo.91442016-04-24T06:17:26Z http://repo.uum.edu.my/9144/ The relationship between service quality and satisfaction on customer loyalty in Malaysian mobile communication industry Mohd Mokhtar, Sany Sanuri Maiyaki, Ahmed Audu Mohd Noor, Norzaini HD28 Management. Industrial Management The paper explores the relationship between service quality and customer satisfaction on customer loyalty with regards to mobile phone usage among the postgraduate students of a university in Northern Malaysia. The sample consists of 341 students randomly selected from the population frame provided by the university.The respondents are made of up students from various part of the world such Asia, Middle-east and Africa.The results show that both service quality and customer satisfaction significantly affect the level of customer loyalty of mobile phone users in Malaysia.Hence, all the hypotheses except one have been supported.It was therefore, recommended that mobile service providers should pay special attention to their service quality and the factors that drive customer satisfaction. Suggestion for future research was also offered. IIU Press and Research Centre, A.C. 2011 Article NonPeerReviewed application/pdf en http://repo.uum.edu.my/9144/1/B.pdf Mohd Mokhtar, Sany Sanuri and Maiyaki, Ahmed Audu and Mohd Noor, Norzaini (2011) The relationship between service quality and satisfaction on customer loyalty in Malaysian mobile communication industry. School of Doctoral Studies (European Union) Journal. pp. 32-38. (Unpublished) http://www.iiuedu.eu/press/journals/sds.html
institution	Universiti Utara Malaysia
building	UUM Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Utara Malaysia
content_source	UUM Institutionali Repository
url_provider	http://repo.uum.edu.my/
language	English
topic	HD28 Management. Industrial Management
spellingShingle	HD28 Management. Industrial Management Mohd Mokhtar, Sany Sanuri Maiyaki, Ahmed Audu Mohd Noor, Norzaini The relationship between service quality and satisfaction on customer loyalty in Malaysian mobile communication industry
description	The paper explores the relationship between service quality and customer satisfaction on customer loyalty with regards to mobile phone usage among the postgraduate students of a university in Northern Malaysia. The sample consists of 341 students randomly selected from the population frame provided by the university.The respondents are made of up students from various part of the world such Asia, Middle-east and Africa.The results show that both service quality and customer satisfaction significantly affect the level of customer loyalty of mobile phone users in Malaysia.Hence, all the hypotheses except one have been supported.It was therefore, recommended that mobile service providers should pay special attention to their service quality and the factors that drive customer satisfaction. Suggestion for future research was also offered.
format	Article
author	Mohd Mokhtar, Sany Sanuri Maiyaki, Ahmed Audu Mohd Noor, Norzaini
author_facet	Mohd Mokhtar, Sany Sanuri Maiyaki, Ahmed Audu Mohd Noor, Norzaini
author_sort	Mohd Mokhtar, Sany Sanuri
title	The relationship between service quality and satisfaction on customer loyalty in Malaysian mobile communication industry
title_short	The relationship between service quality and satisfaction on customer loyalty in Malaysian mobile communication industry
title_full	The relationship between service quality and satisfaction on customer loyalty in Malaysian mobile communication industry
title_fullStr	The relationship between service quality and satisfaction on customer loyalty in Malaysian mobile communication industry
title_full_unstemmed	The relationship between service quality and satisfaction on customer loyalty in Malaysian mobile communication industry
title_sort	relationship between service quality and satisfaction on customer loyalty in malaysian mobile communication industry
publisher	IIU Press and Research Centre, A.C.
publishDate	2011
url	http://repo.uum.edu.my/9144/1/B.pdf http://repo.uum.edu.my/9144/ http://www.iiuedu.eu/press/journals/sds.html
_version_	1644280028260728832
score	13.211869

The relationship between service quality and satisfaction on customer loyalty in Malaysian mobile communication industry

Similar Items