A study on the factors that influence the switching barriers at TM Point Tanah Merah / Norhayati Hassan

Recently, telecommunication industries face an intense competition and it gives the effects for all telecommunication’s companies. So, the telecommunication companies need to implement the good strategies in order to retain the customer’s loyalty. Switching barriers have a large effect on the custom...

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Main Author:	Hassan, Norhayati
Format:	Thesis
Language:	English
Published:	2013
Subjects:	Telecommunication industry Telegraph
Online Access:	https://ir.uitm.edu.my/id/eprint/37885/1/37885.pdf
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id	my-uitm-ir.37885
record_format	uketd_dc
spelling	my-uitm-ir.378852020-12-15T04:37:36Z A study on the factors that influence the switching barriers at TM Point Tanah Merah / Norhayati Hassan 2013-01 Hassan, Norhayati Telecommunication industry. Telegraph Online information services industry. Including Internet service providers Computer networks. Electronic information resources. Wireless Internet. Wireless communication systems. Mobile communication systems. Access control Recently, telecommunication industries face an intense competition and it gives the effects for all telecommunication’s companies. So, the telecommunication companies need to implement the good strategies in order to retain the customer’s loyalty. Switching barriers have a large effect on the customer retention and the researcher interested to study the factors that influence the switching barriers at TM Point Tanah Merah. A set of questionnaires was distributed to the respondents randomly by using fifty (50) respondents to get the data. Several factors that being discussed in this research are switching cost, attractiveness of alternatives and service recovery. The data is analyzed using frequency analysis, reliability, correlation and regression analysis by using Statistical Package for Social Science (SPSS) version 20.0. In this research, the finding shows that switching cost, attractiveness of alternatives and service recovery are significant to the switching barriers. Referring to the finding of this research, it shows that switching cost is the most factors that influence the switching barriers at TM Point Tanah Merah. As a conclusion, three of independent variables such as switching cost, attractiveness of alternatives and service recovery have positive relationship with dependent variable which is switching barriers. So, there are some recommendations from researcher that can help TM Point Tanah Merah to reduce the number of terminations. 2013-01 Thesis https://ir.uitm.edu.my/id/eprint/37885/ https://ir.uitm.edu.my/id/eprint/37885/1/37885.pdf text en public degree Universiti Teknologi MARA Cawangan Kelantan Faculty of Business and Management Nik Md Salleh, Nik Sarina
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Nik Md Salleh, Nik Sarina
topic	Telecommunication industry Telegraph Telecommunication industry Telegraph Telecommunication industry Telegraph Telecommunication industry Telegraph
spellingShingle	Telecommunication industry Telegraph Telecommunication industry Telegraph Telecommunication industry Telegraph Telecommunication industry Telegraph Hassan, Norhayati A study on the factors that influence the switching barriers at TM Point Tanah Merah / Norhayati Hassan
description	Recently, telecommunication industries face an intense competition and it gives the effects for all telecommunication’s companies. So, the telecommunication companies need to implement the good strategies in order to retain the customer’s loyalty. Switching barriers have a large effect on the customer retention and the researcher interested to study the factors that influence the switching barriers at TM Point Tanah Merah. A set of questionnaires was distributed to the respondents randomly by using fifty (50) respondents to get the data. Several factors that being discussed in this research are switching cost, attractiveness of alternatives and service recovery. The data is analyzed using frequency analysis, reliability, correlation and regression analysis by using Statistical Package for Social Science (SPSS) version 20.0. In this research, the finding shows that switching cost, attractiveness of alternatives and service recovery are significant to the switching barriers. Referring to the finding of this research, it shows that switching cost is the most factors that influence the switching barriers at TM Point Tanah Merah. As a conclusion, three of independent variables such as switching cost, attractiveness of alternatives and service recovery have positive relationship with dependent variable which is switching barriers. So, there are some recommendations from researcher that can help TM Point Tanah Merah to reduce the number of terminations.
format	Thesis
qualification_level	Bachelor degree
author	Hassan, Norhayati
author_facet	Hassan, Norhayati
author_sort	Hassan, Norhayati
title	A study on the factors that influence the switching barriers at TM Point Tanah Merah / Norhayati Hassan
title_short	A study on the factors that influence the switching barriers at TM Point Tanah Merah / Norhayati Hassan
title_full	A study on the factors that influence the switching barriers at TM Point Tanah Merah / Norhayati Hassan
title_fullStr	A study on the factors that influence the switching barriers at TM Point Tanah Merah / Norhayati Hassan
title_full_unstemmed	A study on the factors that influence the switching barriers at TM Point Tanah Merah / Norhayati Hassan
title_sort	study on the factors that influence the switching barriers at tm point tanah merah / norhayati hassan
granting_institution	Universiti Teknologi MARA Cawangan Kelantan
granting_department	Faculty of Business and Management
publishDate	2013
url	https://ir.uitm.edu.my/id/eprint/37885/1/37885.pdf
_version_	1783734438751895552

A study on the factors that influence the switching barriers at TM Point Tanah Merah / Norhayati Hassan

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