An empirical study on the factors influencing customers satisfaction among mobile phone users at the University of Benghazi in Libya

An empirical study on the factors influencing customers satisfaction among mobile phone users at the University of Benghazi in Libya

The company needs an achievement for business continuously in order to sure the satisfaction of customer every day. This is targeting refer to the group whether individual or organizations. The purpose of this study is to understand the effect between customer relationship management (CRM) informat...

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Main Author: Aldrogi, Ziad W. Ahmed
Format: Thesis
Language:eng
eng
Published: 2013
Subjects:
HF5415.33 Consumer Behavior.
Online Access:https://etd.uum.edu.my/5206/1/s811785.pdf
https://etd.uum.edu.my/5206/2/s811785_abstract.pdf
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id my-uum-etd.5206
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Abdullah, Shahmir Sivaraj
topic HF5415.33 Consumer Behavior.
spellingShingle HF5415.33 Consumer Behavior.
Aldrogi, Ziad W. Ahmed
An empirical study on the factors influencing customers satisfaction among mobile phone users at the University of Benghazi in Libya
description The company needs an achievement for business continuously in order to sure the satisfaction of customer every day. This is targeting refer to the group whether individual or organizations. The purpose of this study is to understand the effect between customer relationship management (CRM) information systems, service quality, reliability and tangibles on customer satisfaction in the Libyan mobile telecommunication services and also this sector is highly competitive. In addition, the purpose of this research is to gain the knowledge customer relationship management information systems. This is an empirical study using mainly primary data collected through a well-structured questionnaire. This study carried out by covering 132 of customers who using a mobile phone. The results indicate that all of the four hypotheses tested are supported. There is a positive impact and significant relationship between the customer satisfaction and customer relationship management (CRM) information systems, service quality, reliability and tangibles. In conclusion, the present study has its own limitation since this research is only conducted in master program students at Benghazi University in Libya. Therefore the finding of the study is unable to be generalizing for the whole population of hand phone users in Libya as the sample size is considered small.
format Thesis
qualification_name masters
qualification_level Master's degree
author Aldrogi, Ziad W. Ahmed
author_facet Aldrogi, Ziad W. Ahmed
author_sort Aldrogi, Ziad W. Ahmed
title An empirical study on the factors influencing customers satisfaction among mobile phone users at the University of Benghazi in Libya
title_short An empirical study on the factors influencing customers satisfaction among mobile phone users at the University of Benghazi in Libya
title_full An empirical study on the factors influencing customers satisfaction among mobile phone users at the University of Benghazi in Libya
title_fullStr An empirical study on the factors influencing customers satisfaction among mobile phone users at the University of Benghazi in Libya
title_full_unstemmed An empirical study on the factors influencing customers satisfaction among mobile phone users at the University of Benghazi in Libya
title_sort empirical study on the factors influencing customers satisfaction among mobile phone users at the university of benghazi in libya
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2013
url https://etd.uum.edu.my/5206/1/s811785.pdf
https://etd.uum.edu.my/5206/2/s811785_abstract.pdf
_version_ 1747827883969085440
spelling my-uum-etd.52062022-04-10T02:39:50Z An empirical study on the factors influencing customers satisfaction among mobile phone users at the University of Benghazi in Libya 2013 Aldrogi, Ziad W. Ahmed Abdullah, Shahmir Sivaraj Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5415.33 Consumer Behavior. The company needs an achievement for business continuously in order to sure the satisfaction of customer every day. This is targeting refer to the group whether individual or organizations. The purpose of this study is to understand the effect between customer relationship management (CRM) information systems, service quality, reliability and tangibles on customer satisfaction in the Libyan mobile telecommunication services and also this sector is highly competitive. In addition, the purpose of this research is to gain the knowledge customer relationship management information systems. This is an empirical study using mainly primary data collected through a well-structured questionnaire. This study carried out by covering 132 of customers who using a mobile phone. The results indicate that all of the four hypotheses tested are supported. There is a positive impact and significant relationship between the customer satisfaction and customer relationship management (CRM) information systems, service quality, reliability and tangibles. In conclusion, the present study has its own limitation since this research is only conducted in master program students at Benghazi University in Libya. Therefore the finding of the study is unable to be generalizing for the whole population of hand phone users in Libya as the sample size is considered small. 2013 Thesis https://etd.uum.edu.my/5206/ https://etd.uum.edu.my/5206/1/s811785.pdf text eng public https://etd.uum.edu.my/5206/2/s811785_abstract.pdf text eng public masters masters Universiti Utara Malaysia Alhemoud, A. M. (2010). 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