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Constructing a customer satisfaction model for a utility service industry using partial least squares approach

Mohd Jamil, Jastini and Mohd Nawawi, Mohd Kamal and Ramli, Razamin (2014) Constructing a customer satisfaction model for a utility service industry using partial least squares approach. Project Report. Universiti Utara Malaysia, Sintok. (Unpublished)

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The purpose of this research is to explore the effect of Image, Customer Expectation, Perceived Quality and Perceived Value on Customer Satisfaction, and to investigate the effect of Image and Customer Satisfaction on Customer Loyalty of mobile phone provider in Malaysia. The result of this research is based on data gathered online from international students in one of the public university in Malaysia.Partial Least Squares Structural Equation Modeling (PLS-SEM) has been used to analyze the data that have been collected from the international students’ perceptions.The results found that Image and Perceived Quality have significant impact on Customer Satisfaction.Image and Customer Satisfaction ware also found to have significantly related to Customer Loyalty.However, no significant impact has been found between Customer Expectation with Customer Satisfaction, Perceived Value with Customer Satisfaction, and Customer Expectation with Perceived Value.It is hoped that the findings may assist the mobile phone provider in production and promotion of their services.

Item Type: Monograph (Project Report)
Additional Information: KOD S/O: 12224
Uncontrolled Keywords: Customer Satisfaction, Customer Loyalty, Mobile phone provider, Partial Least Squares.
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: School of Quantitative Sciences
Depositing User: Mrs. Norazmilah Yaakub
Date Deposited: 19 Sep 2018 08:12
Last Modified: 19 Sep 2018 08:12
URI: http://repo.uum.edu.my/id/eprint/24783

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