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Telecommunication Industry in Malaysia: Demographics Effect on Customer Expectations, Performance, Satisfaction and Retention
16 references·3 citing·32 second hop
Telecommunication Industry in Malaysia: Demographics Effect on Customer Expectations, Performance, Satisfaction and Retention (2006)Telecommunication Industry in Malaysia: D…Advances in Consumer Research (2025)Advances in Consumer ResearchPrinciples and Practice of Structural Equation Modeling (1998)Principles and Practice of St…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Research methods for business: A skill building approach (1993)Research methods for business…Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Cognitive, Affective, and Att…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …Structural Equations with Latent Variables. (1991)Structural Equations with Lat…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Market Orientation: The Construct, Research Propositions, and Managerial Implications (1990)Market Orientation: The Const…Structural Equations with Latent Variables (1989)Structural Equations with Lat…Structural equation modeling in practice: A review and recommended two-step approach. (1988)Structural equation modeling …SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Marketing Research (1970)Marketing ResearchAre the factors affecting satisfaction and actual purchase the same? Comparisons between unplanned and planned purchase (2017)Are the factors affecting sat…The effect of cues on service quality expectations and service selection in a restaurant setting (2016)The effect of cues on service…Providing a Multidimensional Measurement Model for Assessing Mobile Telecommunication Service Quality (MS-Qual) (2013)Providing a Multidimensional …Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Upper Echelons: The Organization as a Reflection of Its Top Managers (1984)Dimensions of Consumer Expertise (1987)Market Orientation: Antecedents and Consequences (1993)Organizational culture and leadership (1993)Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations (1996)The Field behind the Screen: Using Netnography for Marketing Research in Online Communities (2002)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Construct validity in psychological tests. (1955)Review of Psychometric theory (2nd ed.). (1979)Significance tests and goodness of fit in the analysis of covariance structures. (1980)The Commitment-Trust Theory of Relationship Marketing (1994)PLS-SEM: Indeed a Silver Bullet (2011)Multidimensional Assessment of Emotion Regulation and Dysregulation: Development, Factor Structure, and Initial Validation of the Difficulties in Emotion Regulation Scale (2003)Structural Equation Modelling: Guidelines for Determining Model Fit (2008)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)A Systems Approach to Conduct an Effective Literature Review in Support of Information Systems Research (2006)Consensus measurement in Delphi studies (2012)Predicting green product consumption using theory of planned behavior and reasoned action (2015)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)lavaan : An R Package for Structural Equation Modeling (2012)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Bibliometric Methods in Management and Organization (2014)Evaluating Goodness-of-Fit Indexes for Testing Measurement Invariance (2002)
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References

  • 1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
  • 1998Principles and Practice of Structural Equation Modeling36,041 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1989Structural Equations with Latent Variables17,500 cited
  • 1991Structural Equations with Latent Variables.17,443 cited
  • 1993Research methods for business: A skill building approach16,985 cited
  • 2025Advances in Consumer Research13,264 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1990Market Orientation: The Construct, Research Propositions, and Managerial Implications7,320 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1970Marketing Research3,552 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions

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3,422 cited
  • 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
  • Cited by

    • 2013Providing a Multidimensional Measurement Model for Assessing Mobile Telecommunication Service Quality (MS-Qual)24 cited
    • 2016The effect of cues on service quality expectations and service selection in a restaurant setting21 cited
    • 2017Are the factors affecting satisfaction and actual purchase the same? Comparisons between unplanned and planned purchase9 cited