Model persamaan struktur kesetiaan pelanggan perkhidmatan jalur lebar HSDPA

Nur Riza Mohd Suradi, and Zalina Mohd Ali, and Zainol Mustafa, and Faridatulazna Ahmad Shahabuddin, and Wan Rosmanira Ismail, and Rofizah Mohamad, (2009) Model persamaan struktur kesetiaan pelanggan perkhidmatan jalur lebar HSDPA. Journal of Quality Measurement and Analysis, 5 (1). pp. 9-15. ISSN 1823-5670

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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

Item Type:Article
Keywords:customer satisfaction; HSDPA; structural equation modelling
Journal:Journal of Quality Measurement and Analysis
ID Code:1900
Deposited By: Ms. Nor Ilya Othman
Deposited On:16 Jun 2011 07:01
Last Modified:16 Jun 2011 07:01

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