Kehendak dan kepuasan pelanggan IPTA terhadap perkhidmatan telekomunikasi Maxis

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

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Abstract

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

Item Type:Article
Keywords:customer satisfaction; importance-performance analysis; penalty rewards contrast analysis
Journal:Journal of Quality Measurement and Analysis
ID Code:1851
Deposited By:Ms. Nor Ilya Othman
Deposited On:15 Jun 2011 12:10
Last Modified:15 Jun 2011 12:10

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