Factors affecting customer experience for cellular mobile services of telecommunication companies in Kuala Terengganu / Wajihah Rashid

Nowadays, telecommunication services providers offer many services regarding to telecommunication activities to their customers. Customer loyalty is related to the factors affecting customer experience for cellular mobile services subscriptions. This study aims in investigating what are the factors...

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Main Author:	Rashid, Wajihah
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2017
Subjects:	Transportation (General works). Communication and traffic Malaysia Telephone industry
Online Access:	http://ir.uitm.edu.my/id/eprint/22324/ http://ir.uitm.edu.my/id/eprint/22324/1/PP%20WAJIHAH%20RASHID%20BM%20T%2017_5.pdf

id	uitm-22324
recordtype	eprints
spelling	uitm-223242018-12-18T08:45:07Z http://ir.uitm.edu.my/id/eprint/22324/ Factors affecting customer experience for cellular mobile services of telecommunication companies in Kuala Terengganu / Wajihah Rashid Rashid, Wajihah Transportation (General works). Communication and traffic Malaysia Telephone industry Nowadays, telecommunication services providers offer many services regarding to telecommunication activities to their customers. Customer loyalty is related to the factors affecting customer experience for cellular mobile services subscriptions. This study aims in investigating what are the factors which determine customer experience in cellular mobile services of telecommunication companies. The factors including brand, price and service quality are analyzed as the independent variables and the dependent variable is customer experience. A systematic approach is developed by using descriptive study through structured questionnaires of data collection. Thus, customer experience is formulated as a conceptual framework for analysis in this study. The data are analyzed using descriptive analysis, reliability analysis, correlation analysis and multiple regression analysis. The result of regression analysis showed the significant factors that influenced customer experience are price and service quality provided by the telecommunication companies. In this study, it shows the most important factor is the price of cellular mobile services provided by the telecommunication companies. There are three recommendations given in this study. Firstly, future study is recommended to include other races of the respondents besides Malay such as Chinese and Indian respondents as well. Secondly, further study may include more independent variables. Thirdly, future study is proposed to emphasize the role of cellular service types (fixed and prepaid line) as an antecedent of engagement. Faculty of Business and Management 2017-12 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/22324/1/PP%20WAJIHAH%20RASHID%20BM%20T%2017_5.pdf Rashid, Wajihah (2017) Factors affecting customer experience for cellular mobile services of telecommunication companies in Kuala Terengganu / Wajihah Rashid. [Student Project] (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Transportation (General works). Communication and traffic Malaysia Telephone industry
spellingShingle	Transportation (General works). Communication and traffic Malaysia Telephone industry Rashid, Wajihah Factors affecting customer experience for cellular mobile services of telecommunication companies in Kuala Terengganu / Wajihah Rashid
description	Nowadays, telecommunication services providers offer many services regarding to telecommunication activities to their customers. Customer loyalty is related to the factors affecting customer experience for cellular mobile services subscriptions. This study aims in investigating what are the factors which determine customer experience in cellular mobile services of telecommunication companies. The factors including brand, price and service quality are analyzed as the independent variables and the dependent variable is customer experience. A systematic approach is developed by using descriptive study through structured questionnaires of data collection. Thus, customer experience is formulated as a conceptual framework for analysis in this study. The data are analyzed using descriptive analysis, reliability analysis, correlation analysis and multiple regression analysis. The result of regression analysis showed the significant factors that influenced customer experience are price and service quality provided by the telecommunication companies. In this study, it shows the most important factor is the price of cellular mobile services provided by the telecommunication companies. There are three recommendations given in this study. Firstly, future study is recommended to include other races of the respondents besides Malay such as Chinese and Indian respondents as well. Secondly, further study may include more independent variables. Thirdly, future study is proposed to emphasize the role of cellular service types (fixed and prepaid line) as an antecedent of engagement.
format	Student Project
author	Rashid, Wajihah
author_facet	Rashid, Wajihah
author_sort	Rashid, Wajihah
title	Factors affecting customer experience for cellular mobile services of telecommunication companies in Kuala Terengganu / Wajihah Rashid
title_short	Factors affecting customer experience for cellular mobile services of telecommunication companies in Kuala Terengganu / Wajihah Rashid
title_full	Factors affecting customer experience for cellular mobile services of telecommunication companies in Kuala Terengganu / Wajihah Rashid
title_fullStr	Factors affecting customer experience for cellular mobile services of telecommunication companies in Kuala Terengganu / Wajihah Rashid
title_full_unstemmed	Factors affecting customer experience for cellular mobile services of telecommunication companies in Kuala Terengganu / Wajihah Rashid
title_sort	factors affecting customer experience for cellular mobile services of telecommunication companies in kuala terengganu / wajihah rashid
publisher	Faculty of Business and Management
publishDate	2017
url	http://ir.uitm.edu.my/id/eprint/22324/ http://ir.uitm.edu.my/id/eprint/22324/1/PP%20WAJIHAH%20RASHID%20BM%20T%2017_5.pdf
first_indexed	2023-09-18T23:08:26Z
last_indexed	2023-09-18T23:08:26Z
_version_	1777418639610216448

Factors affecting customer experience for cellular mobile services of telecommunication companies in Kuala Terengganu / Wajihah Rashid

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