The Relationship Between Service Quality and Satisfaction on Customer Loyalty in Malaysian Mobile Communication Industry

Sany Sanuri Mohd Mokhtar · Ahmed Audu Maiyaki · Norzaini Mohd Noor

38 citations0/0 files stored

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Customer churn and segmentation

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. Key words: Service quality, Customer satisfaction, Loyalty, Mobile communication, Malaysia.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 38 citations exist upstream.

References

1994The Commitment-Trust Theory of Relationship Marketing 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1970Determining Sample Size for Research Activities 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.1998Consumers and Their Brands: Developing Relationship Theory in Consumer Research 1992A National Customer Satisfaction Barometer: The Swedish Experience

Cited by

2018Service quality and attitudinal loyalty: Consumers’ perception of two major telecommunication companies in Oman 2017Pengaruh Service Quality, Marketing Mix dan Kepuasan Mahasiswa terhadap Customer Loyalty 2014Achieving customer loyalty through service excellence in internet industry 2016The Moderating Role of Age in Customer Loyalty Formation Process 2018The Effect of Product Innovation, Product Quality And City Image on Purchase Decision of Uis Karo Woven Fabric

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.