IDEAS home Printed from https://ideas.repec.org/a/bcp/journl/v9y2025issue-7p3739-3753.html

The Influences of Customer Expectation, Perceived Quality, and Perceived Value on Customer Satisfaction a Case Study for Huawei Company in Kuala Lumpur, Malaysia

Author

Listed:
  • Wen Lang,

    (Universitas Pendidikan Ganesha)

  • Fridayana Yudiaatmaja

    (Universitas Pendidikan Ganesha)

  • Trianasari

    (Universitas Pendidikan Ganesha)

Abstract

In today’s competitive smartphone market, customer satisfaction is a critical determinant of brand success, especially in emerging markets like Malaysia. This study investigates the influence of customer expectation, perceived quality, and perceived value on customer satisfaction with Huawei products in Kuala Lumpur. Drawing upon Expectancy-Disconfirmation Theory, Perceived Quality Theory, and Value-Based Theory, the research employs a quantitative approach using structured questionnaires distributed to 200 Huawei users. Data were analyzed through statistical methods to examine the relationships among the variables. The results indicated that customer expectations, perceived quality, and perceived value each had a significant and positive impact on customer satisfaction. Specifically, price fairness, product durability, and service reliability are key drivers of satisfaction among Malaysian consumers. The study offers theoretical contributions by contextualizing these constructs in the Malaysian smartphone sector and provides practical recommendations for Huawei and similar bands to enhance customer loyalty through innovation, value-based pricing, and improved after-sales service. The findings underscore the importance of aligning product strategies with local consumer expectations in order to achieve long-term competitive advantage.

Suggested Citation

  • Wen Lang, & Fridayana Yudiaatmaja & Trianasari, 2025. "The Influences of Customer Expectation, Perceived Quality, and Perceived Value on Customer Satisfaction a Case Study for Huawei Company in Kuala Lumpur, Malaysia," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 9(7), pages 3739-3753, July.
    • Handle: RePEc:bcp:journl:v:9:y:2025:issue-7:p:3739-3753
    as

    Download full text from publisher

    File URL: https://www.rsisinternational.org/journals/ijriss/Digital-Library/volume-9-issue-7/3739-3753.pdf
    Download Restriction: no
    File URL: https://rsisinternational.org/journals/ijriss/articles/the-influences-of-customer-expectation-perceived-quality-and-perceived-value-on-customer-satisfaction-a-case-study-for-huawei-company-in-kuala-lumpur-malaysia/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    2. Christian Narh Opata & Wen Xiao & Angela Abena Nusenu & Stephen Tetteh & Tettey-Wayo John Narh, 2020. "Customer Value Co-Creation in the Automobile Industry: Antecedents, Satisfaction, and Moderation," SAGE Open, , vol. 10(3), pages 21582440209, August.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Re, Beatrice & Magnani, Giovanna, 2022. "Value co-creation in circular entrepreneurship: An exploratory study on born circular SMEs," Journal of Business Research, Elsevier, vol. 147(C), pages 189-207.
    2. Xu Guan & Yulan Wang & Zelong Yi & Ying‐Ju Chen, 2020. "Inducing Consumer Online Reviews Via Disclosure," Production and Operations Management, Production and Operations Management Society, vol. 29(8), pages 1956-1971, August.
    3. Khondker Mohammad Zobair & Louis Sanzogni & Luke Houghton & Md Zahidul Islam, 2021. "Forecasting care seekers satisfaction with telemedicine using machine learning and structural equation modeling," PLOS ONE, Public Library of Science, vol. 16(9), pages 1-31, September.
    4. Wasib B Latif & Md. Aminul Islam & Idris Bin Mohd Noor, 2014. "A Conceptual Framework to Build Brand Loyalty in the Modern Marketing Environment," Journal of Asian Scientific Research, Asian Economic and Social Society, vol. 4(10), pages 547-557, October.
    5. Philipp Afèche & Mojtaba Araghi & Opher Baron, 2017. "Customer Acquisition, Retention, and Service Access Quality: Optimal Advertising, Capacity Level, and Capacity Allocation," Manufacturing & Service Operations Management, INFORMS, vol. 19(4), pages 674-691, October.
    6. Hui, Xiang & Klein, Tobias & Stahl, Konrad, 2022. "Learning from Online Ratings," CEPR Discussion Papers 17006, C.E.P.R. Discussion Papers.
    7. Mandy Loh & Maisarah Ahmad & Suhaila Abdul Kadir & Syed Shah Alam, 2015. "Influence Of Customer Values And Self-Image Congruity On Customer Behavior-Based Crm Performance," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(1), pages 23-44, May.
    8. Angulo-Ruiz, Fernando & Pergelova, Albena & Cheben, Juraj & Angulo-Altamirano, Eladio, 2016. "A cross-country study of marketing effectiveness in high-credence services," Journal of Business Research, Elsevier, vol. 69(9), pages 3636-3644.
    9. Andreas Herrmann & Michael D. Johnson, 1999. "Die Kundenzufriedenheit als Bestimmungsfaktor der Kundenbindung," Schmalenbach Journal of Business Research, Springer, vol. 51(6), pages 579-598, June.
    10. Yeung, Matthew C.H. & Ramasamy, Bala & Chen, Junsong & Paliwoda, Stan, 2013. "Customer satisfaction and consumer expenditure in selected European countries," International Journal of Research in Marketing, Elsevier, vol. 30(4), pages 406-416.
    11. Vishal Gaur & Young-Hoon Park, 2007. "Asymmetric Consumer Learning and Inventory Competition," Management Science, INFORMS, vol. 53(2), pages 227-240, February.
    12. Gaurav Khatwani & Gopal Das, 2016. "Evaluating combination of individual pre-purchase internet information channels using hybrid fuzzy MCDM technique: demographics as moderators," International Journal of Indian Culture and Business Management, Inderscience Enterprises Ltd, vol. 12(1), pages 28-49.
    13. Yanlong Guo & Jiaying Yu & Han Zhang & Zuoqing Jiang, 2022. "A Study on Cultural Context Perception in Huizhou Cultural and Ecological Reserve Based on Multi-Criteria Decision Analysis," Sustainability, MDPI, vol. 14(24), pages 1-20, December.
    14. Brady, Michael K. & Robertson, Christopher J. & Cronin, J. Joseph, 2001. "Managing behavioral intentions in diverse cultural environments: an investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers," Journal of International Management, Elsevier, vol. 7(2), pages 129-149.
    15. Tae-Seung Park & Jun-Su Kim & Jiyoun Kim, 2021. "The Impact of Perceived Hapkido Service Quality on Exercise Continuation and Recommendation Intentions, with a Focus on Korean Middle and High School Students," Sustainability, MDPI, vol. 13(6), pages 1-10, March.
    16. Heribert Gierl & Gunter Gehrke, 2004. "Kundenbindung in industriellen Zuliefer-Abnehmer-Beziehungen," Schmalenbach Journal of Business Research, Springer, vol. 56(3), pages 203-236, May.
    17. Trinh Le Tan & Khanh Nguyen Chau Ngoc & Hien Le Thi Thanh & Hoai Nguyen Thi Thu & Uyen Vo Truong Hoang, 2024. "Enhancing Repurchase Intention on Digital Platforms Based on Shopping Well-Being Through Shopping Value, Trust and Impulsive Buying," SAGE Open, , vol. 14(3), pages 21582440241, September.
    18. repec:aud:audfin:v:21:y:2019:i:51:p:422 is not listed on IDEAS
    19. Taryn Renatta De Mendonca & Yan Zhou, 2019. "Environmental Performance, Customer Satisfaction, and Profitability: A Study among Large U.S. Companies," Sustainability, MDPI, vol. 11(19), pages 1-15, September.
    20. Osama Al-Baik & Mwaffaq Abu Alhija & Hikmat Abdeljaber & Muhammad Ovais Ahmad, 2024. "Organizational debt—Roadblock to agility in software engineering: Exploring an emerging concept and future research for software excellence," PLOS ONE, Public Library of Science, vol. 19(11), pages 1-20, November.
    21. Afaq Ahmed Khan & Saneela Jadoon & Naqash Ahmad Khan Tareen, 2016. "Impact of Advertising on Brand Awareness and Commitment in Female Apparel Industry," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 6(3), pages 79-94, March.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bcp:journl:v:9:y:2025:issue-7:p:3739-3753. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dr. Pawan Verma (email available below). General contact details of provider: https://rsisinternational.org/journals/ijriss/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.