Gauging Customer Expectation Over Mobile Cellular Services In Malaysia
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 comp...
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| Format: | Article |
| Language: | English |
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University of Tehran
2021-07-01
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| Series: | Journal of Information Technology Management |
| Subjects: | |
| Online Access: | https://jitm.ut.ac.ir/article_83115_393ee918ee699a43b32541d9cd75cc7f.pdf |
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| author | Mohd Farid Mohamad Yazid Mohd Fikri Ishak Anis Abd Razak Aeshah Mohd Ali Sanusi Abdul Manaf |
| author_facet | Mohd Farid Mohamad Yazid Mohd Fikri Ishak Anis Abd Razak Aeshah Mohd Ali Sanusi Abdul Manaf |
| author_sort | Mohd Farid Mohamad Yazid |
| collection | DOAJ |
| description | 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. |
| format | Article |
| id | doaj-art-974a2f6f52da4fc8a612fb2f96f6a14b |
| institution | DOAJ |
| issn | 2008-5893 2423-5059 |
| language | English |
| publishDate | 2021-07-01 |
| publisher | University of Tehran |
| record_format | Article |
| series | Journal of Information Technology Management |
| spelling | doaj-art-974a2f6f52da4fc8a612fb2f96f6a14b2025-08-20T03:09:52ZengUniversity of TehranJournal of Information Technology Management2008-58932423-50592021-07-01133829810.22059/jitm.2021.8311583115Gauging Customer Expectation Over Mobile Cellular Services In MalaysiaMohd Farid Mohamad Yazid0Mohd Fikri Ishak1Anis Abd Razak2Aeshah Mohd Ali3Sanusi Abdul Manaf4Senior Lecturer, Business School, University Kuala Lumpur, 1016, Jalan Sultan Ismail, 50250 Kuala Lumpur, Malaysia.Senior Lecturer, Faculty of Business and Management, University Teknologi MARA, Puncak Alam, Selangor, Malaysia.Senior Lecturer, Business School, University Kuala Lumpur, 1016, Jalan Sultan Ismail, 50250 Kuala Lumpur, Malaysia.Lecturer, Department of Management Studies, UCSI University, Kuala Lumpur, Malaysia.Senior Lecturer, University Kuala Lumpur, 1016, Jalan Sultan Ismail, 50250 Kuala Lumpur, Malaysia.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.https://jitm.ut.ac.ir/article_83115_393ee918ee699a43b32541d9cd75cc7f.pdftelecommunicationtrust, brand imagecustomer satisfactionservice quality |
| spellingShingle | 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 Journal of Information Technology Management telecommunication trust, brand image customer satisfaction service quality |
| title | Gauging Customer Expectation Over Mobile Cellular Services In Malaysia |
| title_full | Gauging Customer Expectation Over Mobile Cellular Services In Malaysia |
| title_fullStr | Gauging Customer Expectation Over Mobile Cellular Services In Malaysia |
| title_full_unstemmed | Gauging Customer Expectation Over Mobile Cellular Services In Malaysia |
| title_short | Gauging Customer Expectation Over Mobile Cellular Services In Malaysia |
| title_sort | gauging customer expectation over mobile cellular services in malaysia |
| topic | telecommunication trust, brand image customer satisfaction service quality |
| url | https://jitm.ut.ac.ir/article_83115_393ee918ee699a43b32541d9cd75cc7f.pdf |
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