سامانه پشتیبانی خدمات اطلاعات

  اخبار و اعلانات

 آمار

تعداد نشریات161
تعداد شماره‌ها6,532
تعداد مقالات70,502
تعداد مشاهده مقاله124,117,327
تعداد دریافت فایل اصل مقاله97,222,848
Mohamad Yazid, Mohd Farid, Ishak, Mohd Fikri, Abd Razak, Anis, Mohd Ali, Aeshah, Abdul Manaf, Sanusi. (1400). Gauging Customer Expectation Over Mobile Cellular Services In Malaysia. , 13(3), 82-98. doi: 10.22059/jitm.2021.83115
Mohd Farid Mohamad Yazid; Mohd Fikri Ishak; Anis Abd Razak; Aeshah Mohd Ali; Sanusi Abdul Manaf. "Gauging Customer Expectation Over Mobile Cellular Services In Malaysia". , 13, 3, 1400, 82-98. doi: 10.22059/jitm.2021.83115
Mohamad Yazid, Mohd Farid, Ishak, Mohd Fikri, Abd Razak, Anis, Mohd Ali, Aeshah, Abdul Manaf, Sanusi. (1400). 'Gauging Customer Expectation Over Mobile Cellular Services In Malaysia', , 13(3), pp. 82-98. doi: 10.22059/jitm.2021.83115
Mohamad Yazid, Mohd Farid, Ishak, Mohd Fikri, Abd Razak, Anis, Mohd Ali, Aeshah, Abdul Manaf, Sanusi. Gauging Customer Expectation Over Mobile Cellular Services In Malaysia. , 1400; 13(3): 82-98. doi: 10.22059/jitm.2021.83115

Gauging Customer Expectation Over Mobile Cellular Services In Malaysia

Journal of Information Technology Management
دوره 13، شماره 3، 2021، صفحه 82-98    اصل مقاله (971.81 K)
نوع مقاله: Research Paper
شناسه دیجیتال (DOI): 10.22059/jitm.2021.83115
نویسندگان
Mohd Farid Mohamad Yazid* 1؛ Mohd Fikri Ishak2؛ Anis Abd Razak1؛ Aeshah Mohd Ali3؛ Sanusi Abdul Manaf4
1Senior Lecturer, Business School, University Kuala Lumpur, 1016, Jalan Sultan Ismail, 50250 Kuala Lumpur, Malaysia.
2Senior Lecturer, Faculty of Business and Management, University Teknologi MARA, Puncak Alam, Selangor, Malaysia.
3Lecturer, Department of Management Studies, UCSI University, Kuala Lumpur, Malaysia.
4Senior Lecturer, University Kuala Lumpur, 1016, Jalan Sultan Ismail, 50250 Kuala Lumpur, Malaysia.
چکیده
This study focuses on the consumer experience of telecommunications service quality in Malaysia. Malaysia's penetration rate has gone over 100 percent, meaning that each person in Malaysia has at least one account registered with the telecommunications provider. Telecommunications industry competition is becoming fierce as there is a limited market available to share among the industry players. This study used a quantitative approach, using a questionnaire to collect data through random sampling. One hundred and fifty available respondents received, using SEM-PLS analysis. Results indicate that customers are more concerned with service quality and trust than brand image and price. Brand image and price did not impact consumer loyalty. One of the critical factors is that the facilities and packages provided are approximately the same price ranges for almost similar coverage areas. The service provider will use the outcome for their ongoing long-term plan.
کلیدواژه‌ها
Telecommunication؛ Trust, Brand Image؛ Customer Satisfaction؛ Service Quality
مراجع
Abd-elrahman, A. H., Hassan, S. A., El-borsaly, A. A., & Hafez, E. A. (2019). A critical review of alternative measures of telecommunications service quality. https://doi.org/10.1108/IJQSS-08-2018-0066
Ahmed, S., Tarique, K. M., & Arif, I. (2017). Service quality, patient satisfaction and loyalty in the Bangladesh healthcare sector. International Journal of Health Care Quality Assurance, 30(5), 477–488. https://doi.org/10.1108/IJHCQA-01-2017-0004
Al-mutawkkil, A., Heshmati, A., & Hwang, J. (2009). Development of telecommunication and broadcasting infrastructure indices at the global level. Telecommunications Policy, 33(3–4), 176–199. https://doi.org/10.1016/j.telpol.2008.12.008
Eberle, L., Milan, G. S., & Dorion, E. (2016). Service quality dimensions and customer satisfaction in a Brazilian university context. Benchmarking, 23(7), 1697–1716. https://doi.org/10.1108/BIJ-09-2014-0089
Giovanis, A. N., Zondiros, D., & Tomaras, P. (2014). The Antecedents of Customer Loyalty for Broadband Services: The Role of Service Quality, Emotional Satisfaction and Corporate Image. Procedia - Social and Behavioral Sciences, 148, 236–244. https://doi.org/10.1016/j.sbspro.2014.07.039
Hafez, M. (2018). Measuring the impact of corporate social responsibility practices on brand equity in the banking industry in Bangladesh: The mediating effect of corporate image and brand awareness. International Journal of Bank Marketing, 36(5), 806–822. https://doi.org/10.1108/IJBM-04-2017-0072
Hair, J., Sarstedt, M., & Ringle, C. M. (2017). Partial Least Squares Structural Equation Modeling (Issue September, pp. 2–41). https://doi.org/10.1007/978-3-319-05542-8
Hapsari, R., Clemes, M., & Dean, D. (2016). The Mediating Role of Perceived Value on the Relationship between Service Quality and Customer Satisfaction: Evidence from Indonesian Airline Passengers. Procedia Economics and Finance, 35(October 2015), 388–395. https://doi.org/10.1016/s2212-5671(16)00048-4
Hasim, M. A., Hassan, S., Ishak, M. F., & Razak, A. A. (2020). Factors influencing gen-Y in Malaysia to purchase impulsively: A mediating effect of perceived enjoyment. International Journal of Innovation, Creativity and Change, 11(5), 385–396.
Hasim, M. A., Ishak, M. F., & Hassim, A. A. (2019). The relationship between online shopping environments, sales promotions, website quality, and impulsive buying behaviour: A structural equation modelling approach. International Journal of Innovation, Creativity and Change, 6(9), 215–230.
Hassan, S., Shamsudin, M. F., Hasim, M. A., Mustapha, I., Zakaria, M. H., Daril, M. A. M., & Jaafar, J. (2020). Investigation on mediating role of corporate image of university on the link between service quality and student loyalty. Journal of Critical Reviews, 7(8), 117–121. https://doi.org/10.31838/jcr.07.08.24
Konuk, F. A. (2015). The effects of price consciousness and sale proneness on purchase intention towards expiration date-based priced perishable foods. British Food Journal, 117(2), 793–804. https://doi.org/10.1108/BFJ-10-2013-0305
Lau, T., Cheung, M. L., Pires, G. D., & Chan, C. (2019). Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong. International Journal of Wine Business Research, ahead-of-p(ahead-of-print). https://doi.org/10.1108/ijwbr-10-2018-0060
Lindberg-Repo, K., & Grönroos, C. (1999). Word-of-Mouth Referrals in the Domain of Relationship Marketing. Australasian Marketing Journal (AMJ), 7(1), 109–117. https://doi.org/10.1016/s1441-3582(99)70208-9
Liu, M. T., Wong, I. K. A., Tseng, T. H., Chang, A. W. Y., & Phau, I. (2017). Applying consumer-based brand equity in luxury hotel branding. Journal of Business Research. https://doi.org/10.1016/j.jbusres.2017.06.014
Minarti, S. N., & Segoro, W. (2014). The Influence of Customer Satisfaction, Switching Cost and Trusts in a Brand on Customer Loyalty – The Survey on Student as im3 Users in Depok, Indonesia. Procedia - Social and Behavioral Sciences, 143, 1015–1019. https://doi.org/10.1016/j.sbspro.2014.07.546
Moghavvemi, S., Lee, S. T. S. P., & Lee, S. T. S. P. (2018). Perceived overall service quality and customer satisfaction: A comparative analysis between local and foreign banks in Malaysia. International Journal of Bank Marketing, 36(5), 908–930. https://doi.org/10.1108/IJBM-06-2017-0114
Nguyen, Q., Nisar, T. M., Knox, D., & Prabhakar, G. P. (2018). Understanding customer satisfaction in the UK quick service restaurant industry: The influence of the tangible attributes of perceived service quality. British Food Journal, 120(6), 1207–1222. https://doi.org/10.1108/BFJ-08-2017-0449
Phong, N. D., Khoi, N. H., & Nhat-Hanh Le, A. (2018). Factors affecting mobile shopping: a Vietnamese perspective. Journal of Asian Business and Economic Studies, 25(2), 186–205. https://doi.org/10.1108/jabes-05-2018-0012
Ruzanna, A., Baharin, K., & Nayan, S. (2020). Make a customer , not a sale : Review on customer trust. Journal of Undergraduate Social Science and Technology, 2(2), 2015–2019.
Afif, M., Razak, A., & Nayan, S. (2020). The price of customer satisfaction. Journal of Undergraduate Social Science and Technology, 2(2).
Amirul, M., Islaini, A., & Nayan, S. (2020). The Role of Price in the Marketing Mix. Journal of Undergraduate Social Science and Technology, 2(2), 1–3.
Bachok, S., Osman, M. M., & Ponrahono, Z. (2014). Passenger’s Aspiration Towards Sustainable Public Transportation System: Kerian District, Perak, Malaysia. Procedia - Social and Behavioral Sciences. https://doi.org/10.1016/j.sbspro.2014.10.088
Berry, L. L., & Parasuraman, A. (1992). Prescriptions for a service quality revolution in America. Organizational Dynamics, 20(4), 5–15. https://doi.org/10.1016/0090-2616(92)90071-T
Berry, L. L., Zeithaml, V. A., & Parasuraman, A. (1985). Quality counts in services, too. Business Horizons, 28(3), 44–52. https://doi.org/10.1016/0007-6813(85)90008-4
Chee, W. L., & Fernandez, J. L. (2013). Factors that Influence the Choice of Mode of Transport in Penang: A Preliminary Analysis. Procedia - Social and Behavioral Sciences. https://doi.org/10.1016/j.sbspro.2013.08.409
Chen, P. T., & Hu, H. H. (2010). How determinant attributes of service quality influence customer-perceived value: An empirical investigation of the Australian coffee outlet industry. International Journal of Contemporary Hospitality Management, 22(4), 535–551. https://doi.org/10.1108/09596111011042730
Famiyeh, S., Asante-Darko, D., & Kwarteng, A. (2018). Service quality, customer satisfaction, and loyalty in the banking sector: The moderating role of organizational culture. International Journal of Quality and Reliability Management, 35(8), 1546–1567. https://doi.org/10.1108/IJQRM-01-2017-0008
Hair, J., Sarstedt, M., & Ringle, C. M. (2017). Partial Least Squares Structural Equation Modeling (Issue September, pp. 2–41). https://doi.org/10.1007/978-3-319-05542-8
Hamzah, Z. L., Lee, S. P., & Moghavvemi, S. (2017). Elucidating perceived overall service quality in retail banking. International Journal of Bank Marketing, 35(5), 781–804. https://doi.org/10.1108/IJBM-12-2015-0204
Ilyas, N. A., & Nayan, S. (2020). Advertisement for growing business. Journal of Undergraduate Social Science and Technology, 2(2).
Izarul, S., Syed, H., & Nayan, S. (2020). WOW Your Customers : Tips to Retain Customers. Journal of Undergraduate Social Science and Technology, 2(2), 2–5.
Janahi, M. A., & Al Mubarak, M. M. S. (2017). The impact of customer service quality on customer satisfaction in Islamic banking. Journal of Islamic Marketing, 8(4), 595–604. https://doi.org/10.1108/JIMA-07-2015-0049
Kaffashi, S., Shamsudin, M. N., Clark, M. S., Sidique, S. F., Bazrbachi, A., Radam, A., Adam, S. U., & Rahim, K. A. (2016). Are Malaysians eager to use their cars less? Forecasting mode choice behaviors under new policies. Land Use Policy. https://doi.org/10.1016/j.landusepol.2016.05.005
Khamis, F. M., & AbRashid, R. (2018). Service quality and customer’s satisfaction in Tanzania’s Islamic banks: A case study at People’s Bank of Zanzibar (PBZ). Journal of Islamic Marketing, 9(4), 884–900. https://doi.org/10.1108/JIMA-09-2016-0068
Khoo, H. L., & Ong, G. P. (2015). Understanding Sustainable Transport Acceptance Behavior: A Case Study of Klang Valley, Malaysia. International Journal of Sustainable Transportation. https://doi.org/10.1080/15568318.2012.757401
Kim, S. H., & Lee, S. (Ally). (2017). Promoting customers’ involvement with service brands: evidence from coffee shop customers. Journal of Services Marketing, 31(7), 733–744. https://doi.org/10.1108/JSM-03-2016-0133
Moghavvemi, S., Lee, S. T. S. P., & Lee, S. T. S. P. (2018). Perceived overall service quality and customer satisfaction: A comparative analysis between local and foreign banks in Malaysia. International Journal of Bank Marketing, 36(5), 908–930. https://doi.org/10.1108/IJBM-06-2017-0114
Nguyen, Q., Nisar, T. M., Knox, D., & Prabhakar, G. P. (2018). Understanding customer satisfaction in the UK quick service restaurant industry: The influence of the tangible attributes of perceived service quality. British Food Journal, 120(6), 1207–1222. https://doi.org/10.1108/BFJ-08-2017-0449
Nur, W., Wan, S., Tajuddin, A., & Nayan, S. (2020). Rising customer satisfaction. Journal of Undergraduate Social Science and Technology, 2(2).
Oliver, R. L. (1993). Cognitive, Affective, and Attribute Bases of the Satisfaction Response. Journal of Consumer Research, 20(3), 418. https://doi.org/10.1086/209358
Parasuraman, A. A., Zeithaml, V. A., & Berry, L. L. (1991). Refinement and reassessment of the SERVQUAL instrument. Journal of Retailing, 67(4), 420–450.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1993). More on improving service quality measurement. Journal of Retailing, 69(1), 140–147. https://doi.org/10.1016/S0022-4359(05)80007-7
Rosli, N., & Nayan, S. (2020). Why Customer First ? Journal of Undergraduate Social Science and Technology, 2(2), 2018–2021.
Shafiq, A., Mostafiz, M. I., & Taniguchi, M. (2019). Using SERVQUAL to determine Generation Y’s satisfaction towards hoteling industry in Malaysia. Journal of Tourism Futures, 5(1), 62–74. https://doi.org/10.1108/JTF-01-2018-0004
Shamsudin, M. F., Azmi, N. A., Nayan, S., Esa, S. A., & Kadir, B. (2020). Service quality of mobile telecommunications service. Journal of Critical Reviews, 7(19), 628–636.
Shamsudin, M. F., Azuwan, S. A., Nayan, S., Esa, S. A., & Kadir, B. (2021). Evaluating factors that lead to customer satisfaction in e-wallet. Journal of Critical Reviews, 7(19), 649–659.
Shamsudin, M. F., Hassan, S., Ishak, M. F., & Ahmad, Z. (2020). Study of purchase intention towards skin care products based on brand awareness and brand association. Journal of Critical Reviews, 7(16), 990–996. https://doi.org/10.31838/jcr.07.16.127
Shamsudin, M. F., & Hassim, A. A. (2020). Mediating role of organizational innovation on market orientation and business performance: SEM-AMOS approach. International Journal of Advanced Science and Technology, 29(2), 3607–3613.
Shamsudin, M. F., Ishak, M. F., Ahmad, A. H., & Hassan, S. (2020). Market orientation and customer engagement towards customer satisfaction in banking industry. Journal of Critical Reviews, 7(16), 966–974. https://doi.org/10.31838/jcr.07.16.124
Shamsudin, M. F., Johari, N., Nayan, S., Esa, S. A., & Kadir, B. (2020). The influence of service quality , brand image , trust , and price on customer satisfaction : Case of airline services. Journal of Critical Reviews, 7(19), 620–627.
Shamsudin, M. F., Nayan, S., Ishak, M. F., Esa, S. A., & Hassan, S. (2020a). Customer loyalty in the fast food restaurants : Case of Gen Z. Journal of Critical Reviews, 7(19), 684–692.
Shamsudin, M. F., Nayan, S., Ishak, M. F., Esa, S. A., & Hassan, S. (2020b). Food quality and tourist satisfaction in tioman island. Journal of Critical Reviews, 7(19), 693–699.
Shamsudin, M. F., Nayan, S., Ishak, M. F., Esa, S. A., & Hassan, S. (2020c). Measuring the employee interactions towards customer satisfaction in langkawi island hopping services. Journal of Critical Reviews, 7(19), 668–676.
Shamsudin, M. F., Nayan, S., Ishak, M. F., Esa, S. A., & Hassan, S. (2020d). Role of price perceptions towards customer satisfaction. Journal of Critical Reviews,  7(19), 677–683.
Shamsudin, M. F., Nayan, S., Ishak, M. F., Esa, S. A., & Hassan, S. (2020e). The consequence of food quality and atmosphere in fast food towards. Journal of Critical Reviews, 7(19), 660–667.
Shamsudin, M. F., Ramle, N. H., Nayan, S., & Esa, S. A. (2020). Understanding customer expectation in facial treatment services in Malaysia. Journal of Critical Reviews, 7(19), 637–648.
Shamsudin, M. F., Rasol, N. F., Nayan, S., Esa, S. A., & Kadir, B. (2020). The effect of service quality on customer satisfaction towards Myrapid bus services. Journal of Critical Reviews, 10(9), 2011–2020. https://doi.org/10.5267/j.msl.2020.2.011
Shamsudin, M. F., Yazid, M. F. M., Hasan, S., & Kadir, B. (2020). Review on service quality in fast food restaurant. Customer satisfaction as mediator. Journal of Critical Reviews, 7(16), 997–1006. https://doi.org/10.31838/jcr.07.16.128
Yilmaz, V., Ari, E., & Gürbüz, H. (2018). Investigating the relationship between service quality dimensions, customer satisfaction and loyalty in Turkish banking sector: An application of structural equation model. International Journal of Bank Marketing, 36(3), 423–440. https://doi.org/10.1108/IJBM-02-2017-0037
Yussoff, N. M., & Nayan, S. (2020). Review on customer satisfaction. Journal of Undergraduate Social Science and Technology, 2(2).
Zhao, L., Lee, S. H., & Copeland, L. R. (2019). Social media and Chinese consumers’ environmentally sustainable apparel purchase intentions. Asia Pacific Journal of Marketing and Logistics, 31(4), 855–874. https://doi.org/10.1108/APJML-08-2017-0183

آمار
تعداد مشاهده مقاله: 590
تعداد دریافت فایل اصل مقاله: 590


سامانه مدیریت نشریات علمی. قدرت گرفته از سیناوب