DETERMINING SERVICE QUALITY OF MOBILE TELECOMMUNICATION USER IN PARIT RAJA

MANSOR, NUR ALIYA NABIHAH (2017) DETERMINING SERVICE QUALITY OF MOBILE TELECOMMUNICATION USER IN PARIT RAJA. Bachelor Degree thesis, UNIVERSITI TUN HUSSEIN ONN MALAYSIA.

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Abstract

As the increasing rate of mobile phone users, the most competitive industry that we can relate to this situation is Mobile Telecommunication Industry. The purpose of this study is to determine the effect of service quality of mobile telecommunication user in Parit Raja. Six hypotheses were examined while considering seven factors which is network coverage, value added services, customer support, pricing structure, convenience in procedure, customer satisfaction and customer loyalty. Research had been conducted at places around Parit Raja. Residents in Parit Raja who currently used U Mobile as their Mobile Telecommunication Operator had being the respondents with estimated 217 respondents. Quantitative approach had been used in this study to collect the data which are survey questionnaire. Statistical Package for the Social Science (SPSS) had been used to analyze the data collected. Furthermore, the data obtained from this study can be used to suggest the influence factor of the Mobile Telecommunication User in Parit Raja. Due to this, it can help the company to improve their service quality to attract and retain more customers in the future. The result shows that the service quality that most preferred by the customers who used U Mobile is network coverage. The result also shows that there are significant relationship between customer satisfaction and customer loyalty on U Mobile. This study also provides recommendations for future research in Mobile Telecommunication Company.

Item Type: Thesis (Bachelor Degree)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Technology Management and Business > Department of Production and Operation Management
Depositing User: PSM Coordinator BPB
Date Deposited: 05 Mar 2018 10:20
Last Modified: 05 Mar 2018 10:20
URI: http://ethesis.uthm.edu.my/id/eprint/294

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