Model persamaan struktur kesetiaan pelanggan perkhidmatan jalur lebar HSDPA
This paper reports the structural equation modelling of the interrelationship among several latent factors which include customer satisfaction and customer loyalty for describing the quality of broadband wireless service HSDPA. A survey was conducted using questionnaires filled by 385 customers o...
| Main Authors: | , , , , , |
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| Format: | Article |
| Published: |
Penerbit ukm
2009
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| Online Access: | http://journalarticle.ukm.my/1900/ http://journalarticle.ukm.my/1900/ |
| Summary: | This paper reports the structural equation modelling of the interrelationship among several
latent factors which include customer satisfaction and customer loyalty for describing the
quality of broadband wireless service HSDPA. A survey was conducted using questionnaires
filled by 385 customers of HSDPA obtained through e-mails and internet discussion forum.
The study found that network performance in terms of speed, connectivity, mobility and
access affected customer satisfaction positively and significantly, while customer satisfaction
influenced customer loyalty |
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