The relationship between service quality and customer loyalty at a telecommunication company in Malaysia

2012 International Conference on Innovation Management and Technology Research Pub Date : 2012-05-21 DOI:10.1109/ICIMTR.2012.6236357

Noor’ain Mohamed Yunus, B. A. Rahman, Abdul Kadir Othman

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引用次数: 1

Abstract

Service quality is becoming the most significant aspect of business success for either manufacturers or service providers. Therefore, businesses are eager on precisely measuring service quality in understanding its crucial antecedents and consequences to accomplish competitive advantage and assemble customer loyalty. Thus, this paper is to determine the relationship between service quality and customer loyalty at a telecommunication company in Malaysia. The data were gathered through the distribution of questionnaires to the total of 306 respondents who visited and used the products or services at TMpoint Bukit Raja, Klang, Selangor. The researcher used the correlational and multiple regression methods. The result identified that there was a positive and significant relationship between service quality and customer loyalty. The most influence factor on customer loyalty was assurance followed by reliability and tangibles. Nevertheless, there was no significant influence among responsiveness and empathy on customer loyalty. The implications of the findings are

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马来西亚一家电信公司的服务质量与客户忠诚度的关系

服务质量正成为制造商或服务提供商商业成功的最重要方面。因此，企业渴望精确地衡量服务质量，以了解其关键的前因和后果，以实现竞争优势和聚集客户忠诚度。因此，本文是要确定服务质量和客户忠诚度在马来西亚电信公司之间的关系。数据是通过向总共306名访问和使用过在雪兰莪州巴生Bukit Raja的TMpoint产品或服务的受访者分发问卷收集的。研究者采用了相关回归和多元回归方法。结果表明，服务质量与顾客忠诚度之间存在显著的正相关关系。对顾客忠诚影响最大的因素是保证，其次是可靠性和有形资产。然而，响应性和同理心对顾客忠诚没有显著影响。研究结果的含义是

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2012 International Conference on Innovation Management and Technology Research

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