Factors that affecting the customer satisfaction towards mobile network service provider

• Main Author: Iin Adriana, Nasri
• Format: Thesis
• Language: English; English; English
• Published: 2019
• Subjects: HF5415.33 Consumer Behavior.
• Online Access: https://etd.uum.edu.my/8792/1/s824416_01.pdf; https://etd.uum.edu.my/8792/2/s824416_02.pdf; https://etd.uum.edu.my/8792/3/s824416_references.docx; https://etd.uum.edu.my/8792/

Telecommunication Industry in Malaysia has been developed and growing fast over the last few years. The development make the competition among the providers becomes more intense as the demand of the customer also increase. To fulfil the demand, the providers are increasingly focusing on how to satisfy the customer and retain them. Customer satisfaction is established when the network provider fulfils the needs and desires of the customers. Therefore, this study was conducted to identify the factors that affecting the customer satisfaction toward mobile network provider. Service quality, network connectivity, billing and price and promotional activity chosen as the factors in this study. Total 360 of mobile network users or subscribers were participated in this study. Data collected via self-administered questionnaires and SPSS was used to analyse the data and test hypothesis. Result show that service quality, network connectivity, billing and price and promotional activity are significantly related to customer satisfaction. Moreover, service quality also showed as the main factor that affecting the customer satisfaction. Finally, the implications, limitation of the study and some recommendation for future research are discussed.