IDEAS home Printed from https://ideas.repec.org/a/zib/zbmecj/v7y2023i1p21-25.html
   My bibliography  Save this article

A Study On The Effect Of Customer’S Satisfaction Towards Customers Loyalty Among Mobile Telecommunication Providers In Kuala Lumpur

Author

Listed:
  • Masri Abdul Lasi

    (City Graduate School, City University Malaysia.)

  • Tan Cheng Man

    (City Graduate School, City University Malaysia.)

  • Nurun Najah

    (City Graduate School, City University Malaysia.)

Abstract

The purpose of this study is to understand the effect between customer satisfaction and customer loyalty in the Malaysian mobile telecommunication services. This sector is highly competitive as new players are coming in, with aggressive price offering, high promotion, better network quality and great customer service. 80 Respondents participated in this study. Out of this five-variable test (Service Quality, Pricing, Switching Cost, and Brand Image) it is found that Responsiveness and Brand Image have a positive relationship on Customer Loyalty. The present study has its own limitation since this research is only conducted in the Kuala Lumpur area. Therefore, the finding of the study is unable to be generalizing for the whole population of hand phone users in Malaysia as the sample size is considered small. In conclusion service providers must be able to understand the effect between customer satisfaction and customer loyalty. It will be a great challenge for the service providers in preparing their strategic plan in maintaining customer loyalty, and at the same time expanding their customer base.

Suggested Citation

  • Masri Abdul Lasi & Tan Cheng Man & Nurun Najah, 2023. "A Study On The Effect Of Customer’S Satisfaction Towards Customers Loyalty Among Mobile Telecommunication Providers In Kuala Lumpur," Malaysian E Commerce Journal (MECJ), Zibeline International Publishing, vol. 7(1), pages 21-25, March.
    • Handle: RePEc:zib:zbmecj:v:7:y:2023:i:1:p:21-25
    DOI: 10.26480/mecj.01.2023.21.25
    as

    Download full text from publisher

    File URL: https://myecommerecejournal.com/wp-content/uploads/2023-issue1/1mecj2023-21-25.pdf
    Download Restriction: no
    File URL: https://libkey.io/10.26480/mecj.01.2023.21.25?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Mingzhou Yu & Fang Liu & Julie Anne Lee, 2019. "Consumers’ responses to negative publicity: the influence of culture on information search and negative word-of-mouth," Journal of Brand Management, Palgrave Macmillan, vol. 26(2), pages 141-156, March.
    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. Haase, Janina & Wiedmann, Klaus-Peter & Labenz, Franziska, 2022. "Brand hate, rage, anger & co.: Exploring the relevance and characteristics of negative consumer emotions toward brands," Journal of Business Research, Elsevier, vol. 152(C), pages 1-16.
    2. Shaun M. Powell, 2019. "Journal of Brand Management: year end review 2019," Journal of Brand Management, Palgrave Macmillan, vol. 26(6), pages 615-620, November.
    3. Bing Yuan & Alessandro M. Peluso, 0. "The impact of electronic entrepreneur-related word of mouth on brand evaluation," Journal of Brand Management, Palgrave Macmillan, vol. 0, pages 1-14.
    4. Liao, Junyun & Chen, Jiawen & Zhao, Haichuan & Li, Muhua, 2023. "Fanning the flames: Transmitting negative word of mouth of rival brands," Journal of Business Research, Elsevier, vol. 154(C).
    5. Colmekcioglu, Nazan & Marvi, Reza & Foroudi, Pantea & Okumus, Fevzi, 2022. "Generation, susceptibility, and response regarding negativity: An in-depth analysis on negative online reviews," Journal of Business Research, Elsevier, vol. 153(C), pages 235-250.
    6. Moon-Yong Kim & Sangkil Moon, 2021. "The effects of cultural distance on online brand popularity," Journal of Brand Management, Palgrave Macmillan, vol. 28(3), pages 302-324, May.
    7. Souheila Kaabachi & Selima Ben Mrad & Ahmed Anis Charfi & Monyédodo Régis Kpossa & Bay O’ Leary, 2024. "Drivers and consequences of consumer alienation in the French retail banking sector," Journal of Marketing Analytics, Palgrave Macmillan, vol. 12(4), pages 888-908, December.
    8. Bing Yuan & Alessandro M. Peluso, 2020. "The impact of electronic entrepreneur-related word of mouth on brand evaluation," Journal of Brand Management, Palgrave Macmillan, vol. 27(5), pages 579-592, September.
    9. Dušan Mladenović & Visar Rrustemi & Sebastian Martin & Prateek Kalia & Rahul Chawdhary, 2022. "Effects of Sociodemographic Variables on Electronic Word of Mouth: Evidence from Emerging Economies," MUNI ECON Working Papers 2022-02, Masaryk University, revised Feb 2023.
    10. Liu, Yun & Wang, Xingyuan & Wang, Shuyang, 2022. "Research on service robot adoption under different service scenarios," Technology in Society, Elsevier, vol. 68(C).
    11. Egle Jakunskiene & Egle Kazlauskiene, 2022. "The Evaluation of Business Tools for Encouraging Social Responsibility in Older Consumers," Sustainability, MDPI, vol. 14(5), pages 1-23, March.

    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:zib:zbmecj:v:7:y:2023:i:1:p:21-25. 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: Zibeline International Publishing The email address of this maintainer does not seem to be valid anymore. Please ask Zibeline International Publishing to update the entry or send us the correct address (email available below). General contact details of provider: http://myecommerecejournal.com/ .

    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.