Indian Journal of Marketing

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Customer Satisfaction with Mobile Phone Operators: An Exploratory Study in Kuala Lumpur, Malaysia


Affiliations
1 Assistant Professor, Department of Business Administration, Kulliyah of Economic and Management Sciences (KENMS), International Islamic University Malaysia, Jalan Gombak, 53100, Kuala Lumpur, Malaysia
2 Research Assistant, Department of Business Administration, Kulliyah of Economic and Management Sciences (KENMS), International Islamic University Malaysia, Jalan Gombak, 53100, Kuala Lumpur, Malaysia
3 Research Assistant, Department of Business Administration, Kulliyah of Economic and Management Sciences (KENMS), International Islamic University Malaysia, Jalan Gombak, 53100, Kuala Lumpur, Malaysia
     

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Customer satisfaction is a significant issue for most marketers in order to maintain loyalty. Therefore, the mobile phone operators facilitate numerous marketing activities across the nations in order to capture their loyalty. The current research looked into determinants of customer satisfaction in the mobile phone operators in Malaysia. For this reason, a total of about one hundred questionnaires were randomly distributed to customers of a specific area in Malaysia back in 2009. Results indicate that there is a strong relationship among service quality, brand image and price towards customer satisfaction.
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  • Customer Satisfaction with Mobile Phone Operators: An Exploratory Study in Kuala Lumpur, Malaysia

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Authors

Zainurin Bin Dahari
Assistant Professor, Department of Business Administration, Kulliyah of Economic and Management Sciences (KENMS), International Islamic University Malaysia, Jalan Gombak, 53100, Kuala Lumpur, Malaysia
Muhammad Sabbir Rahman
Research Assistant, Department of Business Administration, Kulliyah of Economic and Management Sciences (KENMS), International Islamic University Malaysia, Jalan Gombak, 53100, Kuala Lumpur, Malaysia
S. M. Ferdous Azam
Research Assistant, Department of Business Administration, Kulliyah of Economic and Management Sciences (KENMS), International Islamic University Malaysia, Jalan Gombak, 53100, Kuala Lumpur, Malaysia

Abstract


Customer satisfaction is a significant issue for most marketers in order to maintain loyalty. Therefore, the mobile phone operators facilitate numerous marketing activities across the nations in order to capture their loyalty. The current research looked into determinants of customer satisfaction in the mobile phone operators in Malaysia. For this reason, a total of about one hundred questionnaires were randomly distributed to customers of a specific area in Malaysia back in 2009. Results indicate that there is a strong relationship among service quality, brand image and price towards customer satisfaction.