Determinants of Customer Loyalty Towards Prepaid Mobile Cellular Services in Malaysia

This research focuses on the determinant factors of customer loyalty of the prepaid segment in the telecommunication industry. Customer is important in the telecommunication industry especially in the prepaid segment where there is no contractual relationship between customer and service provider. T...

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التفاصيل البيبلوغرافية
المؤلف الرئيسي:	Mohd. Farid, Shamsudin
التنسيق:	أطروحة
اللغة:	eng eng
منشور في:	2012
الموضوعات:	HF5001-6182 Business TK5101-6720 Telecommunication
الوصول للمادة أونلاين:	https://etd.uum.edu.my/3349/1/MOHD_FARID_SHAMSUDIN.pdf https://etd.uum.edu.my/3349/3/MOHD_FARID_SHAMSUDIN.pdf
الوسوم:	إضافة وسم لا توجد وسوم, كن أول من يضع وسما على هذه التسجيلة!

id	my-uum-etd.3349
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Mohd Noor, Nor Azila
topic	HF5001-6182 Business TK5101-6720 Telecommunication
spellingShingle	HF5001-6182 Business TK5101-6720 Telecommunication Mohd. Farid, Shamsudin Determinants of Customer Loyalty Towards Prepaid Mobile Cellular Services in Malaysia
description	This research focuses on the determinant factors of customer loyalty of the prepaid segment in the telecommunication industry. Customer is important in the telecommunication industry especially in the prepaid segment where there is no contractual relationship between customer and service provider. This study examines the relationships between customer satisfaction, service quality, perceived value and trust with customer loyalty. This research also examines the role of customer satisfaction as a mediator factor and switching cost as a moderator factor towards customer loyalty. The consideration of putting both mediator and moderator factors in this research allows a more precise descriptions on the relationship between all the variables mentioned and the outcome of the research. Hypothesized relationships are tested using survey responses from a sample of 398 respondents. The study sample was the students studying in Malaysian Universities. Results revealed a positive relationship between customer support service, service reliability, emotional value and trust with customer loyalty. Apart from that, customer satisfaction mediates the relationship between various determinant factors and customer loyalty. Switching cost does not moderate the relationship between customer satisfaction and customer loyalty. The results reported in this research are useful to both industry and academics in Malaysia, by providing relevant empirical data about customer loyalty in the telecommunication Industry. Results are compared with earlier findings and implications for future research are discussed. The results should be able to recommend the strategy in customer loyalty especially in the prepaid mobile services. This study could also be of interest to other on-line services firm, which shares the same characteristics with mobile phone service providers
format	Thesis
qualification_name	Ph.D.
qualification_level	Doctorate
author	Mohd. Farid, Shamsudin
author_facet	Mohd. Farid, Shamsudin
author_sort	Mohd. Farid, Shamsudin
title	Determinants of Customer Loyalty Towards Prepaid Mobile Cellular Services in Malaysia
title_short	Determinants of Customer Loyalty Towards Prepaid Mobile Cellular Services in Malaysia
title_full	Determinants of Customer Loyalty Towards Prepaid Mobile Cellular Services in Malaysia
title_fullStr	Determinants of Customer Loyalty Towards Prepaid Mobile Cellular Services in Malaysia
title_full_unstemmed	Determinants of Customer Loyalty Towards Prepaid Mobile Cellular Services in Malaysia
title_sort	determinants of customer loyalty towards prepaid mobile cellular services in malaysia
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2012
url	https://etd.uum.edu.my/3349/1/MOHD_FARID_SHAMSUDIN.pdf https://etd.uum.edu.my/3349/3/MOHD_FARID_SHAMSUDIN.pdf
_version_	1747827553275478016
spelling	my-uum-etd.33492016-04-20T02:39:38Z Determinants of Customer Loyalty Towards Prepaid Mobile Cellular Services in Malaysia 2012-08 Mohd. Farid, Shamsudin Mohd Noor, Nor Azila Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5001-6182 Business TK5101-6720 Telecommunication This research focuses on the determinant factors of customer loyalty of the prepaid segment in the telecommunication industry. Customer is important in the telecommunication industry especially in the prepaid segment where there is no contractual relationship between customer and service provider. This study examines the relationships between customer satisfaction, service quality, perceived value and trust with customer loyalty. This research also examines the role of customer satisfaction as a mediator factor and switching cost as a moderator factor towards customer loyalty. The consideration of putting both mediator and moderator factors in this research allows a more precise descriptions on the relationship between all the variables mentioned and the outcome of the research. Hypothesized relationships are tested using survey responses from a sample of 398 respondents. The study sample was the students studying in Malaysian Universities. Results revealed a positive relationship between customer support service, service reliability, emotional value and trust with customer loyalty. Apart from that, customer satisfaction mediates the relationship between various determinant factors and customer loyalty. Switching cost does not moderate the relationship between customer satisfaction and customer loyalty. The results reported in this research are useful to both industry and academics in Malaysia, by providing relevant empirical data about customer loyalty in the telecommunication Industry. Results are compared with earlier findings and implications for future research are discussed. The results should be able to recommend the strategy in customer loyalty especially in the prepaid mobile services. This study could also be of interest to other on-line services firm, which shares the same characteristics with mobile phone service providers 2012-08 Thesis https://etd.uum.edu.my/3349/ https://etd.uum.edu.my/3349/1/MOHD_FARID_SHAMSUDIN.pdf text eng validuser https://etd.uum.edu.my/3349/3/MOHD_FARID_SHAMSUDIN.pdf text eng public Ph.D. doctoral Universiti Utara Malaysia Ackfeldt,A.L., & Coole,L.V. (2003). A study of organisational citizenship behavior in a retail setting (electronic version). Journal of Business Research, 58(2), 151-159. Ahmed,Z.U., Ghingold,M., & Dahari,Z. (2007). Malaysian shopping mall behavior: an exploratory study. Asia Pacific Journal of Marketing and Logistics, 19(4), 331–348. Akbar,S., Som,A.P.M., Wadood,F., Alzaidiyeen,N.J. (2010). 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Determinants of Customer Loyalty Towards Prepaid Mobile Cellular Services in Malaysia

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