Evaluation of broadband usage and service quality in Kota Kinabalu, Sabah / Ridwan Mokhtar, Yaakob Mahmood and Nasrul Fadhrullah Isa

This survey study was carried out to measure broadband usage and service quality in Kota Kinabalu. Data was collected using a questionnaire from a random sample of 301 respondents in nine major areas in Kota Kinabalu. The main focus of the study is to examine the profile of broadband users as well a...

Full description

Saved in:

Bibliographic Details
Main Authors:	Mokhtar, Ridwan, Mahmood, Yaakob, Isa, Nasrul Fadhrullah
Format:	Thesis
Language:	English
Published:	2010
Subjects:	Customer services Customer relations
Online Access:	https://ir.uitm.edu.my/id/eprint/92758/1/92758.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-uitm-ir.92758
record_format	uketd_dc
spelling	my-uitm-ir.927582024-05-07T04:20:10Z Evaluation of broadband usage and service quality in Kota Kinabalu, Sabah / Ridwan Mokhtar, Yaakob Mahmood and Nasrul Fadhrullah Isa 2010 Mokhtar, Ridwan Mahmood, Yaakob Isa, Nasrul Fadhrullah Customer services. Customer relations This survey study was carried out to measure broadband usage and service quality in Kota Kinabalu. Data was collected using a questionnaire from a random sample of 301 respondents in nine major areas in Kota Kinabalu. The main focus of the study is to examine the profile of broadband users as well as to measure the service quality that consists of three dimensions: product, customer service and charges/billing. Respondents were asked to rate the importance and their satisfaction level on 27 items on broadband service in their area on a 5-point Likert scale. Customer Satisfaction Index (CSI) is measured by the mean scores of all items in the three dimensions. The results showed that broadband users are mostly young professionals in the private sector, with moderate to high income and high education. This indicates that the broadband market has a great potential for expansion. Based on the results, it shows that service providers have provided an above average service in their charges/billing system but several aspects of the product and customer services need to be upgraded. Comparisons of CSI using ANOVA reveal that satisfaction is below average across all demographic variables, except gender. 2010 Thesis https://ir.uitm.edu.my/id/eprint/92758/ https://ir.uitm.edu.my/id/eprint/92758/1/92758.pdf text en public masters Universiti Teknologi MARA, Sabah Faculty of Business and Management
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Customer services Customer relations
spellingShingle	Customer services Customer relations Mokhtar, Ridwan Mahmood, Yaakob Isa, Nasrul Fadhrullah Evaluation of broadband usage and service quality in Kota Kinabalu, Sabah / Ridwan Mokhtar, Yaakob Mahmood and Nasrul Fadhrullah Isa
description	This survey study was carried out to measure broadband usage and service quality in Kota Kinabalu. Data was collected using a questionnaire from a random sample of 301 respondents in nine major areas in Kota Kinabalu. The main focus of the study is to examine the profile of broadband users as well as to measure the service quality that consists of three dimensions: product, customer service and charges/billing. Respondents were asked to rate the importance and their satisfaction level on 27 items on broadband service in their area on a 5-point Likert scale. Customer Satisfaction Index (CSI) is measured by the mean scores of all items in the three dimensions. The results showed that broadband users are mostly young professionals in the private sector, with moderate to high income and high education. This indicates that the broadband market has a great potential for expansion. Based on the results, it shows that service providers have provided an above average service in their charges/billing system but several aspects of the product and customer services need to be upgraded. Comparisons of CSI using ANOVA reveal that satisfaction is below average across all demographic variables, except gender.
format	Thesis
qualification_level	Master's degree
author	Mokhtar, Ridwan Mahmood, Yaakob Isa, Nasrul Fadhrullah
author_facet	Mokhtar, Ridwan Mahmood, Yaakob Isa, Nasrul Fadhrullah
author_sort	Mokhtar, Ridwan
title	Evaluation of broadband usage and service quality in Kota Kinabalu, Sabah / Ridwan Mokhtar, Yaakob Mahmood and Nasrul Fadhrullah Isa
title_short	Evaluation of broadband usage and service quality in Kota Kinabalu, Sabah / Ridwan Mokhtar, Yaakob Mahmood and Nasrul Fadhrullah Isa
title_full	Evaluation of broadband usage and service quality in Kota Kinabalu, Sabah / Ridwan Mokhtar, Yaakob Mahmood and Nasrul Fadhrullah Isa
title_fullStr	Evaluation of broadband usage and service quality in Kota Kinabalu, Sabah / Ridwan Mokhtar, Yaakob Mahmood and Nasrul Fadhrullah Isa
title_full_unstemmed	Evaluation of broadband usage and service quality in Kota Kinabalu, Sabah / Ridwan Mokhtar, Yaakob Mahmood and Nasrul Fadhrullah Isa
title_sort	evaluation of broadband usage and service quality in kota kinabalu, sabah / ridwan mokhtar, yaakob mahmood and nasrul fadhrullah isa
granting_institution	Universiti Teknologi MARA, Sabah
granting_department	Faculty of Business and Management
publishDate	2010
url	https://ir.uitm.edu.my/id/eprint/92758/1/92758.pdf
_version_	1804889867245584384

Evaluation of broadband usage and service quality in Kota Kinabalu, Sabah / Ridwan Mokhtar, Yaakob Mahmood and Nasrul Fadhrullah Isa

Similar Items