Performance evaluation of mobile network operators in UiTM Perlis using data envelopment analysis / Nur Shafiqah Hamidon

Mobile network operators are a provider of services in terms of wireless communications to mobile users. In Malaysia, there are four main mobile network operators (MNO) subscribed by Malaysians, which are Maxis, Celcom, Digi, and U Mobile. However, the number of complaints from the customers continu...

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Main Author: Hamidon, Nur Shafiqah
Format: Student Project
Language:English
Published: 2021
Subjects:
Online Access:http://ir.uitm.edu.my/id/eprint/44550/1/44550.pdf
http://ir.uitm.edu.my/id/eprint/44550/
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spelling my.uitm.ir.445502021-06-22T02:17:35Z http://ir.uitm.edu.my/id/eprint/44550/ Performance evaluation of mobile network operators in UiTM Perlis using data envelopment analysis / Nur Shafiqah Hamidon Hamidon, Nur Shafiqah Analysis Quality of service (Computer networks). Computer network management Mobile network operators are a provider of services in terms of wireless communications to mobile users. In Malaysia, there are four main mobile network operators (MNO) subscribed by Malaysians, which are Maxis, Celcom, Digi, and U Mobile. However, the number of complaints from the customers continues to increase every year due to dissatisfaction with the services provided. Most of the customers face a difficult situation in choosing the most affordable MNO based on their preferences. The company of MNO also need to consider customer satisfaction to survive in the market and compete with the competitor. Quality of services, billing and price, customer services, network connectivity, and promotions and delighting customers are the major factors of customer satisfaction. A questionnaire was distributed to collect data from 265 mobile users through a simple random method. This study aims to measure the efficiency of the MNO and determine the ranking of the most preferred MNO based on customer satisfaction factors. In the Data Envelopment Analysis (DEA), the Slack-Based Measured (SBM) Model was used to calculate the efficiency of each operator, while Super SBM Model assisted in ranking the mobile network operators. The results of this study showed that Celcom is the most preferred mobile network operator and followed by U Mobile, Maxis, and Digi. Thus, the findings of this study can help mobile users choose the best mobile network operators, and telecommunication companies can also improve their service performance to satisfy their customers’ needs. 2021-03-30 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/44550/1/44550.pdf ID44550 Hamidon, Nur Shafiqah (2021) Performance evaluation of mobile network operators in UiTM Perlis using data envelopment analysis / Nur Shafiqah Hamidon. [Student Project] (Unpublished)
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Analysis
Quality of service (Computer networks). Computer network management
spellingShingle Analysis
Quality of service (Computer networks). Computer network management
Hamidon, Nur Shafiqah
Performance evaluation of mobile network operators in UiTM Perlis using data envelopment analysis / Nur Shafiqah Hamidon
description Mobile network operators are a provider of services in terms of wireless communications to mobile users. In Malaysia, there are four main mobile network operators (MNO) subscribed by Malaysians, which are Maxis, Celcom, Digi, and U Mobile. However, the number of complaints from the customers continues to increase every year due to dissatisfaction with the services provided. Most of the customers face a difficult situation in choosing the most affordable MNO based on their preferences. The company of MNO also need to consider customer satisfaction to survive in the market and compete with the competitor. Quality of services, billing and price, customer services, network connectivity, and promotions and delighting customers are the major factors of customer satisfaction. A questionnaire was distributed to collect data from 265 mobile users through a simple random method. This study aims to measure the efficiency of the MNO and determine the ranking of the most preferred MNO based on customer satisfaction factors. In the Data Envelopment Analysis (DEA), the Slack-Based Measured (SBM) Model was used to calculate the efficiency of each operator, while Super SBM Model assisted in ranking the mobile network operators. The results of this study showed that Celcom is the most preferred mobile network operator and followed by U Mobile, Maxis, and Digi. Thus, the findings of this study can help mobile users choose the best mobile network operators, and telecommunication companies can also improve their service performance to satisfy their customers’ needs.
format Student Project
author Hamidon, Nur Shafiqah
author_facet Hamidon, Nur Shafiqah
author_sort Hamidon, Nur Shafiqah
title Performance evaluation of mobile network operators in UiTM Perlis using data envelopment analysis / Nur Shafiqah Hamidon
title_short Performance evaluation of mobile network operators in UiTM Perlis using data envelopment analysis / Nur Shafiqah Hamidon
title_full Performance evaluation of mobile network operators in UiTM Perlis using data envelopment analysis / Nur Shafiqah Hamidon
title_fullStr Performance evaluation of mobile network operators in UiTM Perlis using data envelopment analysis / Nur Shafiqah Hamidon
title_full_unstemmed Performance evaluation of mobile network operators in UiTM Perlis using data envelopment analysis / Nur Shafiqah Hamidon
title_sort performance evaluation of mobile network operators in uitm perlis using data envelopment analysis / nur shafiqah hamidon
publishDate 2021
url http://ir.uitm.edu.my/id/eprint/44550/1/44550.pdf
http://ir.uitm.edu.my/id/eprint/44550/
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score 13.209306