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


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 (Unpublished)

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Abstract

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.

Item Type: Article
Uncontrolled Keywords: Service quality, Customer satisfaction, Loyalty, Mobile communication, Malaysia
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: School of Business Management
Depositing User: Dr. Sany Sanuri Mohd. Mokhtar
Date Deposited: 29 Sep 2013 01:30
Last Modified: 24 Apr 2016 06:17
URI: http://repo.uum.edu.my/id/eprint/9144

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