文章基本信息

标题：Determining the Effects of Mobile Broadband Counter Service as Moderator Variable to the Relationship between Service Quality and Customer Satisfaction
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作者：Ahmad Jusoh ; Ahmad Jusoh ; Norhayati Zakuan 等
期刊名称：Procedia - Social and Behavioral Sciences
印刷版ISSN：1877-0428
出版年度：2012
卷号：40
页码：264-268
DOI：10.1016/j.sbspro.2012.03.189
语种：English
出版社：Elsevier
摘要：AbstractThe aim of this paper is to examine the relationship between service quality and customer satisfaction of mobile broadband services. Specifically, this research investigated the effects of broadband counter service on the relationship between mobile broadband service quality and customer satisfaction by treating the counter service as a moderator variable among university students. Data were obtained from 200 Malaysia's public universitystudents with a 98.5% response rate using paper-based survey forms. The findings showed that mobile broadband counter service did not function as a moderator variable in the relationship between mobile broadband quality and customer satisfaction while mobile broadband quality has a significant relationship with customer satisfaction. Both service quality and satisfaction levels were also found to be at moderate level.
关键词：Product Quality;Counter Service;Customer Satisfaction;Broadband and Malaysia Public University