Kehendak dan kepuasan pelanggan IPTA terhadap perkhidmatan telekomunikasi Maxis

Kehendak dan kepuasan pelanggan IPTA terhadap perkhidmatan telekomunikasi Maxis

This study examined the customer satisfaction on Maxis Services using Importance- Performance Analysis (IPA) and Penalty Rewards Contrast Analysis. 325 respondents from public higher education institution (PHEI) students were selected randomly. The instrument of this study is questionnaire that c...

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Main Authors: Zainol Mustafa, Nur Riza Mohd Suradi, Wan Norsiah Mohamed, Zalina Mohd Ali, Faridatulazna Ahmad Shahabuddin, Chai , Chun Fatt, Juwairiyah Mohd Ali
Format: Article
Published: Penerbit ukm 2008
Online Access:http://journalarticle.ukm.my/1851/
http://journalarticle.ukm.my/1851/
id ukm-1851
recordtype eprints
spelling ukm-18512011-06-15T04:10:50Z http://journalarticle.ukm.my/1851/ Kehendak dan kepuasan pelanggan IPTA terhadap perkhidmatan telekomunikasi Maxis Zainol Mustafa, Nur Riza Mohd Suradi, Wan Norsiah Mohamed, Zalina Mohd Ali, Faridatulazna Ahmad Shahabuddin, Chai , Chun Fatt Juwairiyah Mohd Ali , This study examined the customer satisfaction on Maxis Services using Importance- Performance Analysis (IPA) and Penalty Rewards Contrast Analysis. 325 respondents from public higher education institution (PHEI) students were selected randomly. The instrument of this study is questionnaire that contains seven factors for analysis including service cost, network coverage, network promotion, customer counter services, website customer services, operator services and other services. This study observed the level of importance and satisfaction of customers on the attributes stated using 1 to 7 Likert’s scale. The result shows that there are some factors that need more emphasis and improvements to achieve customer’s satisfaction and hence increase Maxis quality of services in Malaysia Penerbit ukm 2008-07 Article PeerReviewed Zainol Mustafa, and Nur Riza Mohd Suradi, and Wan Norsiah Mohamed, and Zalina Mohd Ali, and Faridatulazna Ahmad Shahabuddin, and Chai , Chun Fatt and Juwairiyah Mohd Ali , (2008) Kehendak dan kepuasan pelanggan IPTA terhadap perkhidmatan telekomunikasi Maxis. Journal of Quality Measurement and Analysis, 4 (1). pp. 59-69. ISSN 1823-5670 http://www.ukm.my/~ppsmfst/jqma/index.html
repository_type Digital Repository
institution_category Local University
institution Universiti Kebangasaan Malaysia
building UKM Institutional Repository
collection Online Access
description This study examined the customer satisfaction on Maxis Services using Importance- Performance Analysis (IPA) and Penalty Rewards Contrast Analysis. 325 respondents from public higher education institution (PHEI) students were selected randomly. The instrument of this study is questionnaire that contains seven factors for analysis including service cost, network coverage, network promotion, customer counter services, website customer services, operator services and other services. This study observed the level of importance and satisfaction of customers on the attributes stated using 1 to 7 Likert’s scale. The result shows that there are some factors that need more emphasis and improvements to achieve customer’s satisfaction and hence increase Maxis quality of services in Malaysia
format Article
author Zainol Mustafa,
Nur Riza Mohd Suradi,
Wan Norsiah Mohamed,
Zalina Mohd Ali,
Faridatulazna Ahmad Shahabuddin,
Chai , Chun Fatt
Juwairiyah Mohd Ali ,
spellingShingle Zainol Mustafa,
Nur Riza Mohd Suradi,
Wan Norsiah Mohamed,
Zalina Mohd Ali,
Faridatulazna Ahmad Shahabuddin,
Chai , Chun Fatt
Juwairiyah Mohd Ali ,
Kehendak dan kepuasan pelanggan IPTA terhadap perkhidmatan telekomunikasi Maxis
author_facet Zainol Mustafa,
Nur Riza Mohd Suradi,
Wan Norsiah Mohamed,
Zalina Mohd Ali,
Faridatulazna Ahmad Shahabuddin,
Chai , Chun Fatt
Juwairiyah Mohd Ali ,
author_sort Zainol Mustafa,
title Kehendak dan kepuasan pelanggan IPTA terhadap perkhidmatan telekomunikasi Maxis
title_short Kehendak dan kepuasan pelanggan IPTA terhadap perkhidmatan telekomunikasi Maxis
title_full Kehendak dan kepuasan pelanggan IPTA terhadap perkhidmatan telekomunikasi Maxis
title_fullStr Kehendak dan kepuasan pelanggan IPTA terhadap perkhidmatan telekomunikasi Maxis
title_full_unstemmed Kehendak dan kepuasan pelanggan IPTA terhadap perkhidmatan telekomunikasi Maxis
title_sort kehendak dan kepuasan pelanggan ipta terhadap perkhidmatan telekomunikasi maxis
publisher Penerbit ukm
publishDate 2008
url http://journalarticle.ukm.my/1851/
http://journalarticle.ukm.my/1851/
first_indexed 2023-09-18T19:34:30Z
last_indexed 2023-09-18T19:34:30Z
_version_ 1777405180652814336

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