Study on Service Quality and Customer Satisfaction on the Mobile Phone Provider : A Case of Postgraduate Students in Al-Fateh University of Libya

This study was to find out whether there is a relationship between service quality and customer satisfaction. This study examined the relationship between service quality dimensions (reliability,tangibles,responsiveness,assurance and empathy) and customer satisfaction among mobile phone customers o...

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Main Author:	Khbresh, Ibrahim Albaroni Salem
Format:	Thesis
Language:	eng eng
Published:	2012
Subjects:	HF5001-6182 Business
Online Access:	https://etd.uum.edu.my/3207/1/IBRAHIM_ALBARONI_SALEM_KHBRESH.pdf https://etd.uum.edu.my/3207/3/IBRAHIM_ALBARONI_SALEM_KHBRESH.pdf
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id	my-uum-etd.3207
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Bohari, Abdul Manaf
topic	HF5001-6182 Business
spellingShingle	HF5001-6182 Business Khbresh, Ibrahim Albaroni Salem Study on Service Quality and Customer Satisfaction on the Mobile Phone Provider : A Case of Postgraduate Students in Al-Fateh University of Libya
description	This study was to find out whether there is a relationship between service quality and customer satisfaction. This study examined the relationship between service quality dimensions (reliability,tangibles,responsiveness,assurance and empathy) and customer satisfaction among mobile phone customers of two mobile phone service providers - the Al Mader and Libyana at the Alfateh University in Libya. This study is designed to provide the benefit for marketing practitioners. It is hoped that the study offer a holistic and in-depth overview of how customer forms, experience and exploit their satisfaction towards services that offered by the mobile phone provider.There are five dimensions service quality which are: reliability, tangibles, responsiveness, assurance and empathy. A total of 205 postgraduate students participated in the study. Data were collected using questionnaire. The questionnaire consisted of 23 items measuring service quality and 8 items on customer satisfaction. On the whole,the results of the study suggest that there exist a significant relationship between the five dimensions of service quality and customer satisfaction.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Khbresh, Ibrahim Albaroni Salem
author_facet	Khbresh, Ibrahim Albaroni Salem
author_sort	Khbresh, Ibrahim Albaroni Salem
title	Study on Service Quality and Customer Satisfaction on the Mobile Phone Provider : A Case of Postgraduate Students in Al-Fateh University of Libya
title_short	Study on Service Quality and Customer Satisfaction on the Mobile Phone Provider : A Case of Postgraduate Students in Al-Fateh University of Libya
title_full	Study on Service Quality and Customer Satisfaction on the Mobile Phone Provider : A Case of Postgraduate Students in Al-Fateh University of Libya
title_fullStr	Study on Service Quality and Customer Satisfaction on the Mobile Phone Provider : A Case of Postgraduate Students in Al-Fateh University of Libya
title_full_unstemmed	Study on Service Quality and Customer Satisfaction on the Mobile Phone Provider : A Case of Postgraduate Students in Al-Fateh University of Libya
title_sort	study on service quality and customer satisfaction on the mobile phone provider : a case of postgraduate students in al-fateh university of libya
granting_institution	Universiti Utara Malaysia
granting_department	College of Business (COB)
publishDate	2012
url	https://etd.uum.edu.my/3207/1/IBRAHIM_ALBARONI_SALEM_KHBRESH.pdf https://etd.uum.edu.my/3207/3/IBRAHIM_ALBARONI_SALEM_KHBRESH.pdf
_version_	1747827520848265216
spelling	my-uum-etd.32072016-04-19T07:59:38Z Study on Service Quality and Customer Satisfaction on the Mobile Phone Provider : A Case of Postgraduate Students in Al-Fateh University of Libya 2012-05 Khbresh, Ibrahim Albaroni Salem Bohari, Abdul Manaf College of Business (COB) College of Business HF5001-6182 Business This study was to find out whether there is a relationship between service quality and customer satisfaction. This study examined the relationship between service quality dimensions (reliability,tangibles,responsiveness,assurance and empathy) and customer satisfaction among mobile phone customers of two mobile phone service providers - the Al Mader and Libyana at the Alfateh University in Libya. This study is designed to provide the benefit for marketing practitioners. It is hoped that the study offer a holistic and in-depth overview of how customer forms, experience and exploit their satisfaction towards services that offered by the mobile phone provider.There are five dimensions service quality which are: reliability, tangibles, responsiveness, assurance and empathy. A total of 205 postgraduate students participated in the study. Data were collected using questionnaire. The questionnaire consisted of 23 items measuring service quality and 8 items on customer satisfaction. On the whole,the results of the study suggest that there exist a significant relationship between the five dimensions of service quality and customer satisfaction. 2012-05 Thesis https://etd.uum.edu.my/3207/ https://etd.uum.edu.my/3207/1/IBRAHIM_ALBARONI_SALEM_KHBRESH.pdf text eng validuser https://etd.uum.edu.my/3207/3/IBRAHIM_ALBARONI_SALEM_KHBRESH.pdf text eng public masters masters Universiti Utara Malaysia A]-Hawari.M, and Ward.T. 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Study on Service Quality and Customer Satisfaction on the Mobile Phone Provider : A Case of Postgraduate Students in Al-Fateh University of Libya

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