THE RELATIONSHIP OF AFTER SALES SERVICE QUALITY OF MOBILE PHONES AND CUSTOMER SATISFACTION AMONG FPTP STUDENTS

HASSIM, AINUR SYAHIDATUL NAJWA (2017) THE RELATIONSHIP OF AFTER SALES SERVICE QUALITY OF MOBILE PHONES AND CUSTOMER SATISFACTION AMONG FPTP STUDENTS. Other thesis, UNIVERSITI TUN HUSSEIN ONN MALAYSIA.

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Abstract

Across the world, smartphones have become an essential device for everyone and Malaysia is also not an exception. Thus, smartphones manufacturers has to compete with each other in order to appeal their customers. This tough competition forced the manufacturers to put an attention to services as their marketing tool. After sales service is the focused of this study. The purpose of this study is to evaluate quality of after sales service of mobile phones by measuring customer satisfaction among Faculty of Technology Management and Business (FPTP) students. This study were conducted at Universiti Tun Hussein Onn Malaysia where the respondent are FPTP students who are using mobile phones. A quantitative approach has been used where a survey questionnaires were distributed to generate data and there are around 300 respondent chosen to answer these survey. Statistical Package for the Social Science (SPSS) is used to analyse the data collected. From this study, both objectives which are to identify the relationship between after sales service quality with customer satisfaction and to determine which factor of after sales service quality that are most preferred by FPTP students were achieved. This research also provide recommendation and solution to the problem found in the service. This research thus recommend that manufacturers or firm of mobile phones to ensure that their customer service especially after sales service as an important part of their product survival.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
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: Mr. Te Chuan Lee
Date Deposited: 05 Mar 2018 10:15
Last Modified: 05 Mar 2018 10:15
URI: http://ethesis.uthm.edu.my/id/eprint/421

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