The Effects of Broadband Service Quality on User’s Value And Loyalty: A Study on Foreign Customers In Malaysia
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 2
Abstract
Broadband internet service is highly emerged business line in the slow-cycle competitive market and most of companies are trying to get sustainable market share through grabbing foreign customers’ loyalty & increasing customers’ value. The statistical analysis shows significant relationship between broadband service quality and customer value as well as significant relationship between broadband service quality and customer loyalty. In this study, the SQ model (ten dimensions) is used to measure broadband service quality but each dimension does not have equal significant level and even few of them did not have significant relationship at all. This study also discloses that competence is implicitly changed customer loyalty and customer value. Clearly, service organization should have sufficient related knowledgeable and experienced employees to maintain and provide quality service so that customers can get desired value which may increase the level of satisfaction that causes increased customer loyalty. Customer loyalty & value can be changed by gender and using experiences. However, research factors such as time scarcity, small sample size are recognized as limitations of this study but the overall theme would help managers of service industry regarding industry expansion decision or strategic planning or integration policy making to push up sustainable growth in future.
Authors and Affiliations
Amitab Bhattacharjee, Mohammad RashedHasan Rashedhasanpolas, Mohammed Moin Uddinreza, Reefatzaman Shourov
Keywords
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- EP ID EP409620
- DOI 10.9790/487X-2002024858.
- Views 80
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