Author

  • Ehsan Fansuree Surin

    • Faculty of Business and Management, Unversiti Teknologi MARA, Puncak Alam Campus, Bandar Puncak Alam, Selangor Darul Ehsan, Selangor, Malaysia
    • Malaysia

  • Oswald Timothy Edward

    • Faculty of Business and Management, Universiti Teknologi MARA, Segamat Campus, Segamat, Johor Darul Takzim, Malaysia
    • Malaysia

  • Nurul Naziha Zuhir

    • Faculty of Economic and Management, Universiti Kebangsaan Malaysia, Bangi, Selangor Darul Ehsan
    • Malaysia

  • Adli Khusman Abu

    • Faculty of Business and Management, Unversiti Teknologi MARA, Puncak Alam Campus, Bandar Puncak Alam, Selangor Darul Ehsan, Selangor, Malaysia
    • Malaysia

  • Noor Wahida Ashaari

    • Faculty of Business and Management, Unversiti Teknologi MARA, Puncak Alam Campus, Bandar Puncak Alam, Selangor Darul Ehsan, Selangor, Malaysia
    • Malaysia

  • Hayati Mardhiah Shuib

    • Faculty of Business and Management, Unversiti Teknologi MARA, Puncak Alam Campus, Bandar Puncak Alam, Selangor Darul Ehsan, Selangor, Malaysia
    • Malaysia

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.

Keywords

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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

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

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Research Paper

Published in

Vol. 16 No. 1(I)S (2024) Investment Literacy, Talent Retention & Agricultural Risk View issue contents

Published

2024-04-28

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