ISSN 2394-5125
 

Research Article 


SERVICE QUALITY OF MOBILE TELECOMMUNICATIONS SERVICE

Mohd Farid Shamsudin, NursolehaAthirah Azmi, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir.

Abstract
This study is focusing on the customer perception towards service quality in the
telecommunication industry in Malaysia. Penetration rate in Malaysia have gone more than 100% and it means
that each one of the people in Malaysia have at least one account registered with the telecommunication
provider. The competition in the telecommunication industry indirectly becoming tough as they are fishing over
the limited fish within a limited area. This study used quantitative approach where questionnaire was used to
collect data through random sampling. 150 usable respondents received and analysis was used Smart PLS. The
results show that customer is more concerns on the service quality and trust rather than brand image and price.
Brand image and price did not positively influence customer satisfaction. One of the strong reason is because
the services and package offered are almost at the same price ranges with almost standard coverage areas. The
result can be used by the service provider for their continuous short and long term strategy.

Key words: Telecommunication, Trust, Brand Image, Customer Satisfaction, Service Quality


 
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How to Cite this Article
Pubmed Style

Mohd Farid Shamsudin, NursolehaAthirah Azmi, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. SERVICE QUALITY OF MOBILE TELECOMMUNICATIONS SERVICE. JCR. 2020; 7(19): 628-636. doi:10.31838/jcr.07.19.77


Web Style

Mohd Farid Shamsudin, NursolehaAthirah Azmi, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. SERVICE QUALITY OF MOBILE TELECOMMUNICATIONS SERVICE. http://www.jcreview.com/?mno=102808 [Access: July 16, 2020]. doi:10.31838/jcr.07.19.77


AMA (American Medical Association) Style

Mohd Farid Shamsudin, NursolehaAthirah Azmi, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. SERVICE QUALITY OF MOBILE TELECOMMUNICATIONS SERVICE. JCR. 2020; 7(19): 628-636. doi:10.31838/jcr.07.19.77



Vancouver/ICMJE Style

Mohd Farid Shamsudin, NursolehaAthirah Azmi, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. SERVICE QUALITY OF MOBILE TELECOMMUNICATIONS SERVICE. JCR. (2020), [cited July 16, 2020]; 7(19): 628-636. doi:10.31838/jcr.07.19.77



Harvard Style

Mohd Farid Shamsudin, NursolehaAthirah Azmi, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir (2020) SERVICE QUALITY OF MOBILE TELECOMMUNICATIONS SERVICE. JCR, 7 (19), 628-636. doi:10.31838/jcr.07.19.77



Turabian Style

Mohd Farid Shamsudin, NursolehaAthirah Azmi, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. 2020. SERVICE QUALITY OF MOBILE TELECOMMUNICATIONS SERVICE. Journal of Critical Reviews, 7 (19), 628-636. doi:10.31838/jcr.07.19.77



Chicago Style

Mohd Farid Shamsudin, NursolehaAthirah Azmi, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. "SERVICE QUALITY OF MOBILE TELECOMMUNICATIONS SERVICE." Journal of Critical Reviews 7 (2020), 628-636. doi:10.31838/jcr.07.19.77



MLA (The Modern Language Association) Style

Mohd Farid Shamsudin, NursolehaAthirah Azmi, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. "SERVICE QUALITY OF MOBILE TELECOMMUNICATIONS SERVICE." Journal of Critical Reviews 7.19 (2020), 628-636. Print. doi:10.31838/jcr.07.19.77



APA (American Psychological Association) Style

Mohd Farid Shamsudin, NursolehaAthirah Azmi, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir (2020) SERVICE QUALITY OF MOBILE TELECOMMUNICATIONS SERVICE. Journal of Critical Reviews, 7 (19), 628-636. doi:10.31838/jcr.07.19.77





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