The nature of the relationship between service quality and customer satisfaction among mobile users: Experience from Malaysia

  • Ehsan Fansuree Surin Universiti Teknologi MARA, Puncak Alam
  • Oswald Timothy Edward Universiti Teknologi MARA, Segamat Campus
  • Nurul Naziha Zuhir Universiti Kebangsaan Malaysia, Bangi
  • Adli Khusman Abu Universiti Teknologi MARA, Puncak Alam
  • Noor Wahida Ashaari Universiti Teknologi MARA, Puncak Alam
  • Hayati Mardhiah Shuib Universiti Teknologi MARA, Puncak Alam
DOI: https://doi.org/10.22610/imbr.v16i1(I)S.3742
Keywords: Service Quality, Customer Satisfaction, User Mobile

Abstract

This paper aims to investigate the impact of service quality on customer satisfaction for mobile users in Malaysia. Specifically, this paper examined the impact of service quality dimensions (tangibility, reliability, responsiveness, assurance, empathy) on customer satisfaction in the post-COVID era.  The data were collected by using a self-administered questionnaire to the sample of Kuala Lumpur and Selangor states mobile users. Overall, 117 responses were gathered and five hypotheses were tested using hierarchical regression analyses. The results are mixed. Out of five hypotheses, only two were accepted. Reliability and responsiveness were found significantly positive relation to customer satisfaction whereas tangibility, assurance, and empathy were shown otherwise. Lastly, the discussion part will deliberate on the conflicting results. The limitations and suggestions for future research are also presented.

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Published
2024-04-27
How to Cite
Surin, E. F., Edward, O. T., Zuhir, N. N., Abu, A. K., Ashaari, N. W., & Shuib, H. M. (2024). The nature of the relationship between service quality and customer satisfaction among mobile users: Experience from Malaysia. Information Management and Business Review, 16(1(I)S), 195-203. https://doi.org/10.22610/imbr.v16i1(I)S.3742
Issue
Vol 16 No 1(I)S (2024)
Section
Research Paper

Copyright (c) 2024 Ehsan Fansuree Surin, Oswald Timothy Edward, Nurul Naziha Zuhir, Adli Khusman Abu, Noor Wahida Ashaari, Hayati Mardhiah Shuib

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