Strategic Roles of Customer Satisfaction Toward the Service Quality at Telekom Malaysia Berhad in Kedah

Strategic Roles of Customer Satisfaction Toward the Service Quality at Telekom Malaysia Berhad in Kedah

The main objective of this study was to examine the relationship between service quality, price and product towards the customer satisfaction of the fixed telephone line at Telekom Malaysia. Research instruments that were used to obtain the data are questionnaire. A total of 101 respondents were ra...

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Main Author: Shuib, Rusmuna
Format: Thesis
Language:eng
Published: 2011
Subjects:
HF5001-6182 Business
Online Access:https://etd.uum.edu.my/2841/1/Rusmuna_Hj_Shuib.pdf
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id my-uum-etd.2841
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
advisor Abdullah, Haim Hilman
topic HF5001-6182 Business
spellingShingle HF5001-6182 Business
Shuib, Rusmuna
Strategic Roles of Customer Satisfaction Toward the Service Quality at Telekom Malaysia Berhad in Kedah
description The main objective of this study was to examine the relationship between service quality, price and product towards the customer satisfaction of the fixed telephone line at Telekom Malaysia. Research instruments that were used to obtain the data are questionnaire. A total of 101 respondents were randomly selected from the total population of customers in the Region of Kedah. The data was analyzed by “Statistical Package for Social Science” (SPSS Window) Version 16. The tests involved are reliability, Pearson Correlation Coefficient and Multiple Regression. The findings of the study show that the majority of the respondents are from the age of 34 years and above and 38.3 percent of the respondents have been working for more than ten years. Generally, the results of the relationship of service quality and product supported the hypotheses. The strongest facet influenced customer satisfaction of Telekom Malaysia is service quality. That means, the service quality plays an important roles in satisfying customer needs and wants.
format Thesis
qualification_name masters
qualification_level Master's degree
author Shuib, Rusmuna
author_facet Shuib, Rusmuna
author_sort Shuib, Rusmuna
title Strategic Roles of Customer Satisfaction Toward the Service Quality at Telekom Malaysia Berhad in Kedah
title_short Strategic Roles of Customer Satisfaction Toward the Service Quality at Telekom Malaysia Berhad in Kedah
title_full Strategic Roles of Customer Satisfaction Toward the Service Quality at Telekom Malaysia Berhad in Kedah
title_fullStr Strategic Roles of Customer Satisfaction Toward the Service Quality at Telekom Malaysia Berhad in Kedah
title_full_unstemmed Strategic Roles of Customer Satisfaction Toward the Service Quality at Telekom Malaysia Berhad in Kedah
title_sort strategic roles of customer satisfaction toward the service quality at telekom malaysia berhad in kedah
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2011
url https://etd.uum.edu.my/2841/1/Rusmuna_Hj_Shuib.pdf
_version_ 1747827442230231040
spelling my-uum-etd.28412016-04-24T00:59:16Z Strategic Roles of Customer Satisfaction Toward the Service Quality at Telekom Malaysia Berhad in Kedah 2011 Shuib, Rusmuna Abdullah, Haim Hilman Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5001-6182 Business The main objective of this study was to examine the relationship between service quality, price and product towards the customer satisfaction of the fixed telephone line at Telekom Malaysia. Research instruments that were used to obtain the data are questionnaire. A total of 101 respondents were randomly selected from the total population of customers in the Region of Kedah. The data was analyzed by “Statistical Package for Social Science” (SPSS Window) Version 16. The tests involved are reliability, Pearson Correlation Coefficient and Multiple Regression. The findings of the study show that the majority of the respondents are from the age of 34 years and above and 38.3 percent of the respondents have been working for more than ten years. Generally, the results of the relationship of service quality and product supported the hypotheses. The strongest facet influenced customer satisfaction of Telekom Malaysia is service quality. That means, the service quality plays an important roles in satisfying customer needs and wants. 2011 Thesis https://etd.uum.edu.my/2841/ https://etd.uum.edu.my/2841/1/Rusmuna_Hj_Shuib.pdf application/pdf eng validuser masters masters Universiti Utara Malaysia Aaker,D. A, (1995), Strategic Market Management. 4th Edition, New York, John Wiley. Asubonteng, P.,McCleary, K., & Swan, J. (1996). SERVQUAL revisited: A critical review of service quality. Journal of Service Marketing, I 0(6), 62-81 Bansal, S. & Gupta,G., 200, Building Customer Loyalty Business-to-business Commerce. Bennington, L., & Cummane, J. (1998). Measuring service quality: A hybrid technology. Total Quality Management, 9(6), 394-406. Brown, T.J., Churchill, G.A & Peter. J.P (1993). Improving the measurement of service quality, Journal of Retailing, Vol. 69(1). Brysland, A., & Curry, A. (2001). Service improvements in public service using SERVQUAL. Measuring service Quality, 11(6), 389-401 Carman, J.M. (1990). Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions. Journal of Retailing,66, pp.33-55. Clarke, K.,(2001). Qualitative Market Research: An International Journal, pp160-168. Crosby, L., Evans, K.R., & Cowles,D (1990). Relationship quality in services selling: An interpersonal Influence perspective. Journal of Marketing, 5,pp. 68-81. Dotchin, J.A, & Oakland, J.S. (1994). Total quality management in services, part 2: Service quality. International Journal of Quality & Reliability Management,11(3), 27-42. Eceles, G., & Durand, P. (1997). Improving service quality: lessons and practice form the hotel sector. Managing Service Quality, 9(5), 337-351. Fornell,C, (1992). A National Customer Satisfaction Barometer, Journal of Marketing,pp.1-18. Gilbert, G.R., Veloutsou, C., Gorde, M.M., & Moutinho L. (2004). Measuring customer satisfaction in the fast food industry: A cross-national approach, Journal of Service Marketing, 18(4/5) ,371. Hoyer, W.D. & MacInnis, D.J. (2001). Consumer Behavior 2nd Edition, Boston. Lovelock C.H, P.G. Patterson, and Waller R.H. Services Marketing; Australia and New Zealand (Sydney, Prentice Hall,1998), 119. Kotler, P., Singh, R. (1981). Marketing warfare in the 1980's. Journal of Business Strategy, pp.30-40. Parasuraman, A., Zeithaml, V.A., & Berry, L.L (1998). Servqual: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retaling, 64, 12-40. Roscoe, J.T, (1975). Fundamental research statistics for the behavioral science (2nd Edition), New York , Holt, Rinehart & Winston. Sekaran, U., (2003). Research Methods for Business: A Skill Building Approach. John Wiley & Sons , Inc. Sivadass, E. & Baker-Prewitt, J.L, (2000). Customer Satisfaction, International Journal of Retail & Distribution Management, 28(2), pp. 73-82. Yu, C.H., Chang, H.C., & Huang, G.L. (2006). A Study of service quality, customer satisfaction and loyalty in Taiwanese leisure industry. The Journal of American Academy of Business, Cambridge, 9(1). Zairi, M. (2000), Managing Customer Dissatisfaction Through Effective Complaint Management Systems, The TQM Magazine, 12(5), pp. 389-395 Zeithmal and Parasuraman (1990). Ten determinant of service quality.

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