Determining the Effects of Mobile Broadband Counter Service as Moderator Variable to the Relationship between Service Quality and Customer Satisfaction
- 作者：Ahmad Jusoh ; Norhayati Zakuan ; Ahamad Zaidi Bahari ; Mohd Shoki Md. Ariff ; Muiz Hayat
- 关键词：Product Quality ; Counter Service ; Customer Satisfaction ; Broadband and Malaysia Public University
- 刊名：Procedia - Social and Behavioral Sciences
- 出版年：2012
- 期刊代码：P145_18770428
- 类别：soc
- 出版时间：2012
- 卷：40
- 期：Complete
- 页码：264-268
- 文件大小：123 K
摘要
The aim of this paper is to examine the relationship between service quality and customer satisfaction of mobile broadband services. Specifically, this research investigated the effects of broadband counter service on the relationship between mobile broadband service quality and customer satisfaction by treating the counter service as a moderator variable among university students. Data were obtained from 200 Malaysia's public universitystudents with a 98.5%response rate using paper-based survey forms. The findings showed that mobile broadband counter service did not function as a moderator variable in the relationship between mobile broadband quality and customer satisfaction while mobile broadband quality has a significant relationship with customer satisfaction. Both service quality and satisfaction levels were also found to be at moderate level.