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Model persamaan struktur kesetiaan pelanggan perkhidmatan jalur lebar HSDPA

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 o...

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Main Authors: Nur Riza Mohd Suradi,, Zalina Mohd Ali,, Zainol Mustafa,, Faridatulazna Ahmad Shahabuddin,, Wan Rosmanira Ismail,, Rofizah Mohamad,
Format: Article
Published: Penerbit ukm 2009
Online Access:http://journalarticle.ukm.my/1900/
http://www.ukm.my/~ppsmfst/jqma/index.html
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spelling my-ukm.journal.19002011-06-16T07:01:27Z http://journalarticle.ukm.my/1900/ Model persamaan struktur kesetiaan pelanggan perkhidmatan jalur lebar HSDPA Nur Riza Mohd Suradi, Zalina Mohd Ali, Zainol Mustafa, Faridatulazna Ahmad Shahabuddin, Wan Rosmanira Ismail, Rofizah Mohamad, 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 Penerbit ukm 2009-07 Article PeerReviewed 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 http://www.ukm.my/~ppsmfst/jqma/index.html
institution Universiti Kebangsaan Malaysia
building Perpustakaan Tun Sri Lanang Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Kebangsaan Malaysia
content_source UKM Journal Article Repository
url_provider http://journalarticle.ukm.my/
description 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
format Article
author Nur Riza Mohd Suradi,
Zalina Mohd Ali,
Zainol Mustafa,
Faridatulazna Ahmad Shahabuddin,
Wan Rosmanira Ismail,
Rofizah Mohamad,
spellingShingle Nur Riza Mohd Suradi,
Zalina Mohd Ali,
Zainol Mustafa,
Faridatulazna Ahmad Shahabuddin,
Wan Rosmanira Ismail,
Rofizah Mohamad,
Model persamaan struktur kesetiaan pelanggan perkhidmatan jalur lebar HSDPA
author_facet Nur Riza Mohd Suradi,
Zalina Mohd Ali,
Zainol Mustafa,
Faridatulazna Ahmad Shahabuddin,
Wan Rosmanira Ismail,
Rofizah Mohamad,
author_sort Nur Riza Mohd Suradi,
title Model persamaan struktur kesetiaan pelanggan perkhidmatan jalur lebar HSDPA
title_short Model persamaan struktur kesetiaan pelanggan perkhidmatan jalur lebar HSDPA
title_full Model persamaan struktur kesetiaan pelanggan perkhidmatan jalur lebar HSDPA
title_fullStr Model persamaan struktur kesetiaan pelanggan perkhidmatan jalur lebar HSDPA
title_full_unstemmed Model persamaan struktur kesetiaan pelanggan perkhidmatan jalur lebar HSDPA
title_sort model persamaan struktur kesetiaan pelanggan perkhidmatan jalur lebar hsdpa
publisher Penerbit ukm
publishDate 2009
url http://journalarticle.ukm.my/1900/
http://www.ukm.my/~ppsmfst/jqma/index.html
_version_ 1643735195954708480
score 13.160551

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