Model persamaan struktur kesetiaan pelanggan perkhidmatan jalur lebar HSDPA
This paper reports the structural equation modelling of the interrelationship among several latent factors which include customer satisfaction and customer loyalty for describing the quality of broadband wireless service HSDPA. A survey was conducted using questionnaires filled by 385 customers o...
| Main Authors: | , , , , , |
|---|---|
| Format: | Article |
| Published: |
Penerbit ukm
2009
|
| Online Access: | http://journalarticle.ukm.my/1900/ |
| _version_ | 1848809694146068480 |
|---|---|
| author | Nur Riza Mohd Suradi, Zalina Mohd Ali, Zainol Mustafa, Faridatulazna Ahmad Shahabuddin, Wan Rosmanira Ismail, Rofizah Mohamad, |
| author_facet | Nur Riza Mohd Suradi, Zalina Mohd Ali, Zainol Mustafa, Faridatulazna Ahmad Shahabuddin, Wan Rosmanira Ismail, Rofizah Mohamad, |
| author_sort | Nur Riza Mohd Suradi, |
| building | UKM Institutional Repository |
| collection | Online Access |
| description | This paper reports the structural equation modelling of the interrelationship among several
latent factors which include customer satisfaction and customer loyalty for describing the
quality of broadband wireless service HSDPA. A survey was conducted using questionnaires
filled by 385 customers of HSDPA obtained through e-mails and internet discussion forum.
The study found that network performance in terms of speed, connectivity, mobility and
access affected customer satisfaction positively and significantly, while customer satisfaction
influenced customer loyalty |
| first_indexed | 2025-11-14T23:18:41Z |
| format | Article |
| id | ukm-1900 |
| institution | Universiti Kebangasaan Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T23:18:41Z |
| publishDate | 2009 |
| publisher | Penerbit ukm |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | ukm-19002011-06-16T07:01:27Z http://journalarticle.ukm.my/1900/ Model persamaan struktur kesetiaan pelanggan perkhidmatan jalur lebar HSDPA Nur Riza Mohd Suradi, Zalina Mohd Ali, Zainol Mustafa, Faridatulazna Ahmad Shahabuddin, Wan Rosmanira Ismail, Rofizah Mohamad, This paper reports the structural equation modelling of the interrelationship among several latent factors which include customer satisfaction and customer loyalty for describing the quality of broadband wireless service HSDPA. A survey was conducted using questionnaires filled by 385 customers of HSDPA obtained through e-mails and internet discussion forum. The study found that network performance in terms of speed, connectivity, mobility and access affected customer satisfaction positively and significantly, while customer satisfaction influenced customer loyalty Penerbit ukm 2009-07 Article PeerReviewed Nur Riza Mohd Suradi, and Zalina Mohd Ali, and Zainol Mustafa, and Faridatulazna Ahmad Shahabuddin, and Wan Rosmanira Ismail, and Rofizah Mohamad, (2009) Model persamaan struktur kesetiaan pelanggan perkhidmatan jalur lebar HSDPA. Journal of Quality Measurement and Analysis, 5 (1). pp. 9-15. ISSN 1823-5670 http://www.ukm.my/~ppsmfst/jqma/index.html |
| spellingShingle | Nur Riza Mohd Suradi, Zalina Mohd Ali, Zainol Mustafa, Faridatulazna Ahmad Shahabuddin, Wan Rosmanira Ismail, Rofizah Mohamad, Model persamaan struktur kesetiaan pelanggan perkhidmatan jalur lebar HSDPA |
| title | Model persamaan struktur kesetiaan pelanggan
perkhidmatan jalur lebar HSDPA
|
| title_full | Model persamaan struktur kesetiaan pelanggan
perkhidmatan jalur lebar HSDPA
|
| title_fullStr | Model persamaan struktur kesetiaan pelanggan
perkhidmatan jalur lebar HSDPA
|
| title_full_unstemmed | Model persamaan struktur kesetiaan pelanggan
perkhidmatan jalur lebar HSDPA
|
| title_short | Model persamaan struktur kesetiaan pelanggan
perkhidmatan jalur lebar HSDPA
|
| title_sort | model persamaan struktur kesetiaan pelanggan
perkhidmatan jalur lebar hsdpa |
| url | http://journalarticle.ukm.my/1900/ http://journalarticle.ukm.my/1900/ |