The effect of employee ethics, trust, and service quality to customer satisfaction: a study on Malaysian telecommunications

QR Code

The effect of employee ethics, trust, and service quality to customer satisfaction: a study on Malaysian telecommunications

Purpose: The purpose of this study is to expand our knowledge by examining the effects of employees’ ethic, trust and service quality dimensions on customer satisfaction in telecommunication industry; and to identify the most important factors effects of Customer Satisfaction, if any. Design/method...

Full description

Bibliographic Details
Main Authors:	Othman, Manisah, Kamarohim, Nor Azlina
Format:	Article
Published:	Universal Publishers 2022
Online Access:	http://psasir.upm.edu.my/id/eprint/103505/

Similar Items

Brand credibility, perceived quality and perceived value: a study of customer satisfaction
by: Othman, Manisah, et al.
Published: (2017)

What determines customers’ loyalty towards telecommunication service? Mediating roles of satisfaction and trust
by: Ting, H., et al.
Published: (2020)

What determines customers’ loyalty towards telecommunication service? mediating roles of satisfaction and trust
by: Hiram, Ting, et al.
Published: (2020)

Factors that influence employees job satisfaction
by: Othman, Manisah, et al.
Published: (2018)

Mediating Effect of Customer Satisfaction on Service Quality and Trust Relationship in Malaysian Banking Industry
by: Zahir Osman,, et al.
Published: (2016)

Service quality and customer behavioural intention: a study on Malaysian telecommunication industry
by: Haque, A. K. M. Ahasanul, et al.
Published: (2010)

Service Quality, Trust and Customer Satisfaction on Customer Loyalty: A Study of Banks in Malaysia
by: Chen, Kai
Published: (2012)

Employee satisfaction in the telecommunications industry in Malaysia
by: Iridianathan, Caroline Maria, et al.
Published: (2022)

A review of the relationship between brand image, satisfaction and loyalty.
by: Kamarohim, Norazlina, et al.
Published: (2012)

Impact Of Service Quality On Customer Behavioral Intention In Malaysia Telecommunication Industry
by: Tahir, Khafiz
Published: (2004)

Influence of customer satisfaction on service quality and trust relationship in Malaysian rural tourism / Zahir Osman and Ilham Sentosa
by: Sentosa, Ilham
Published: (2013)

A Study On The Relationship Between Customer Satisfaction And The Implementation Of Total Quality Management Concept In The Malaysian Telecommunication Industry
by: Ismail, Hishamuddin
Published: (2001)

A Study On The Relationship Between Customer Satisfaction And The Implementation Of Total Quality Management Concept In The Malaysian Telecommunication Industry
by: Hishamuddin Ismail,
Published: (2001)

Service quality on customers’ satisfaction and loyalty. Survey evidence on mediation role of trust in Islamic banks
by: Haron, Razali, et al.
Published: (2019)

The effects of emotional dissonance and employee's empowerment on service quality and customer satisfaction perception: customer level analysis
by: Ab Aziz, Yuhanis
Published: (2008)

Customer service personnel’s perceptions of customers: The case of a telecommunications firm
by: Ernest Cyril, de Run, et al.
Published: (2007)

Factors influencing the choice of private medical centre among Malaysians
by: Kamarohim, Nor Azlina, et al.
Published: (2013)

Customer Complaint Behaviour and Intentions in Mobile Telecommunication Services
by: Umar, Amina Aliyu
Published: (2011)

The study of the influence of service quality, service fairness and trust on customer loyalty in the Malaysian motor insurance industry
by: Hashim, Haslinda, et al.
Published: (2023)

Satisfaction level of students towards telecommunication service in Bangladesh
by: Kumar, Dhanonjoy, et al.
Published: (2019)

Service Quality and Internationalisation – A Case Study of Malaysian Telecommunication Company
by: Mohd Fadzil, Norazlinda
Published: (2005)

Investigating the Empirical Relationship Between Service Quality, Trust, Satisfaction, and Intention of Customers Purchasing Life Insurance Products
by: Panigrahi, Shrikant, et al.
Published: (2018)

Service Quality and Customer Loyalty in Malaysian Islamic Insurance Sector Exploring the mediating effects of Customer Satisfaction
by: Ariff Syah Juhari,, et al.
Published: (2016)

The relationship of takaful agents’ Islamic ethical behaviour towards customers’ satisfaction, trust and commitment: a preliminary analysis
by: Che Mohd Salleh, Marhanum, et al.
Published: (2013)

The relationship of Takaful agents’ Islamic ethical behaviour towards customers’ satisfaction, trust and commitment: a preliminary analysis
by: Che Mohd Salleh, Marhanum, et al.
Published: (2013)

Service quality and internal customer satisfaction amidst the pandemic
by: Nor Hafizah Ibrahim,, et al.
Published: (2024)

Level Of Service Quality Of Sme Laboratory Services On Customer Satisfaction
by: Chong , Fong Yin
Published: (2015)

Level Of Service Quality Of Sme Laboratory Services On Customer Satisfaction
by: Chong , Fong Yin
Published: (2015)

Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust
by: Haron, Razali, et al.
Published: (2020)

Service quality and customer satisfaction : antecedents of customer's re-patronage intentions
by: Yap, Sheau Fen, et al.
Published: (2007)

Integration of standardization and customization: impact on service quality, customer satisfaction, and loyalty
by: Kasiri, Leila Agha, et al.
Published: (2017)

Service Quality And Its Relationship With Customer Satisfaction Towards Customer Loyalty
by: MOHD ISA, SALMI
Published: (2005)

Customer and Employee Service Quality Management in the Airline Industry
by: Petchi, Cessie Sylvia
Published: (2003)

The effect of perceived service recovery justice on customer loyalty: role of customer affection as moderator in Malaysian telecommunication industry / Siti Aisyah Yaakob …[et al.]
by: Yaakob, Siti Aisyah, et al.
Published: (2017)

Influence of ethical work climate, and ethical leadership on organizational performance and mediating role of organizational trust among employees in Malaysian SMEs
by: Khademfar, Mohammad
Published: (2015)

Are TQM practices supporting customer satisfaction and service quality?
by: Ooi, Keng Boon, et al.
Published: (2011)

Factors that influence the purchase of Halal products
by: Othman, Manisah, et al.
Published: (2016)

Enterprise system adoption in healthcare organisations : an actor network theory approach.
by: Othman, Manisah, et al.
Published: (2012)

Parents` perceived service quality, satisfaction and trust of a childcare center : implication on loyalty
by: Omar, Nor Asiah, et al.
Published: (2009)

Effects of standardization and customization level on service quality, customer satisfaction and loyalty, and moderating roles of service nature and customer needs
by: Kasiri, Leila Agha
Published: (2015)