A STUDY ON SERVICE QUALITY, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY TOWARDS TELECOMMUNICATION SERVICES PROVIDERS IN MALAYSIA PDF Download
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Author: TAN HUI MIN (TP019820)
Publisher:
ISBN:
Category : Customer services
Languages : en
Pages : 120
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Author: TAN HUI MIN (TP019820)
Publisher:
ISBN:
Category : Customer services
Languages : en
Pages : 120
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Book Description
Author: Olayiwola Wasiu Bello
Publisher: GRIN Verlag
ISBN: 3656179832
Category : Language Arts & Disciplines
Languages : en
Pages : 78
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Book Description
Master's Thesis from the year 2010 in the subject Communications - Miscellaneous, , course: Master of Business Administration, language: English, abstract: ABSTRACT This Master’s thesis sought to assess and analyze the variables capable of influencing loyalty of mobile phone subscribers as well as how service providers can enhance loyalty of their customers in Nigeria. The study was basically a survey that used the quantitative approach. A structured questionnaire was developed and personally administered to a sample of University of Ilorin students across four major GSM operators in the country. Four hundred (400) respondents were sampled through a stratified random sampling. Out of this, three hundred and forty-eight (348) copies of the questionnaire constituting 87% response rate were got for analysis. Of the eleven (11) operational factors that were used to assess loyalty of customers in the Nigeria Mobile Telecoms industry, all variables except Brand Image and Service Centre Quality were found to be capable of influencing customer loyalty and also considered as the most important loyalty variables in the industry. The unavailability of Mobile Number Portability was found to be a prominent factor in tying consumers down to service providers while the generally low satisfaction with the present state of service delivery in the industry also plays a role in this direction. Therefore, the retention been enjoyed by the service providers can be described as circumstantial. Part of the recommendations given include the service providers embarking upon drives that will reduce to its barest minimum drop calls, improve call quality and SMS delivery which is likely to make subscribers perceive given quality as high among others
Author: Farzana Quoquab
Publisher: Partridge Publishing Singapore
ISBN: 1482866102
Category : Social Science
Languages : en
Pages : 104
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Book Description
This book is for those who are interested to know more about the recent trend of service loyalty and service switching among mobile phone service users. This timely and important book is an essential guide for researchers, policy makers, managers, and marketers to develop an insight to better strategize and effectively implement loyalty programs and prevent their customers from switching. The term loyalty is acknowledged as an important indicator of the likely success of a service business, whereas switching costs a service firm the customers future revenue stream. However, recent research revealed that, in many industries, satisfied customers also tend to switch. This book discusses the role of switching cost and consumer innovativeness in explaining consumers switching tendency. Last but not the least, this book offers a richer explanation about loyalty and switching phenomena than past studies that mostly discussed these two constructs in isolation. Nowadays, divided loyalty as well as switching became a common issue, which made it difficult for the company managers to retain their customers for a long time. With no exception, the mobile phone service market is also filled with divided loyal ones as well as switchers. This book presents some depth and breadth strategies for the mobile phone network service providers in order to manage such promiscuous customers.
Author: Mohammad Azimian
Publisher: Partridge Publishing Singapore
ISBN: 1543756522
Category : Business & Economics
Languages : en
Pages : 121
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Patient loyalty and its attributes are significant concerns for healthcare industries. Research has been done on this issue in numerous contexts but research in Malaysian healthcare industry is still scarce. This study investigated the relationship between service quality, hospital accreditation on customer satisfaction and customer loyalty. The research examined five factors of service quality: responsiveness, assurance, tangibility, empathy, reliability. This study utilized nonprobability convenient sampling from 20 private hospitals that promote medical tourism in Klang Valley, Malaysia. A total of 378 medical tourists participated in the survey. Statistical tests carried out include descriptive statistics, internal consistency, reliability and validity. Correlation analysis and PLS Structural Equation Modeling (SEM) was also conducted to determine the relationships of the variables. The main finding shows that there is a positive relationship between service quality and customer satisfaction, service quality and customer loyalty, hospital accreditation on customer satisfaction, and customer satisfaction on customer loyalty. However, hospital accreditation has no positive effect on patient loyalty. The findings of this study are useful to managers, board of directors and stakeholders of private hospitals to understand influential factors on patients’ satisfaction and loyalty.
Author: Ford Lumban Gaol
Publisher: CRC Press
ISBN: 1315775530
Category : Business & Economics
Languages : en
Pages : 100
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Book Description
The human aspect plays an important role in the social sciences. The behaviour of people has become a vital area of focus in the social sciences as well. Recent Trends in Social and Behaviour Sciences contains papers that were originally presented at the International Congress on Interdisciplinary Behavior and Social Sciences, held 4-5 November 201
Author: Dr. V.S. More, Dr. Apoorva Hiray
Publisher: Archers & Elevators Publishing House
ISBN: 9383241578
Category : Antiques & Collectibles
Languages : en
Pages :
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Author: Zahir Osman
Publisher:
ISBN:
Category :
Languages : en
Pages : 26
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The purpose of this study is to develop a direct effect understanding of service quality, customer satisfaction and trust on customer loyalty in Malaysia rural tourism. The Structural Equation Model (SEM) used to analyze the casual relationships between independent variables and dependent variable. The model was developed and later tested by adopting the Partial Least Square (PLS) procedure on data collected from a survey that yielded 295 usable questionnaires. The findings showed that service quality, customer satisfaction and trust have significant and positive influence on customer loyalty in Malaysia rural tourism. It is important to do the study utilizing experimental design by capturing longitudinal data in Malaysia rural tourism industry using robust measures. The findings imply that the relationship of service quality, satisfaction and trust on customer loyalty will lead to rural tourism operators' profitability. This research is one of the first known attempts to use PLS to test a direct effect.
Author: Rim El Khoury
Publisher: Springer Nature
ISBN: 3031368959
Category :
Languages : en
Pages : 950
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Author: Pradeep Paraman
Publisher:
ISBN: 9783346288714
Category :
Languages : en
Pages : 384
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Doctoral Thesis / Dissertation from the year 2020 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, language: English, abstract: This study provides empirical evidence to clarion calls for insights on the lack of work on resorts specifically the five-star resorts sector which is referred to works by Line and Runyan in identifying the deficiency in empirical evidence towards literature on resorts. This study provides new evidence into the formation of loyalty determinants in the five-star resorts, specifically in the Malaysian tourism industry. Although various studies have been conducted by scholars to identify such a phenomenon, very few has identified salient marketing strategies to be of value to practitioners, in overcoming the lack of loyal customers. This study frames the current problems faced by academia, the industry and the government to produce a cogent discussion on how to solve these problems by providing a strong and tested strategy, the service guarantee, to enhance customer loyalty in the resort sector. Problems associated with the industry and marketing gaps in literature are mainly based on a lack of strategy and factors in determining loyalty from the customers' perspective. Based on gaps in literature related to the hospitality industry as a whole a lack of a structural modelling and is identified. The second order latent modelling that this study envisions, would provide clearer directions to the industry and other stakeholders to develop and mitigate customer centric marketing strategies to acquire and retain their target markets.
Author: KEE LINSHUAN (TP032540)
Publisher:
ISBN:
Category :
Languages : en
Pages : 74
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