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    The document discusses a study that evaluated the impact of service quality on customer loyalty for mobile communication customers in Malaysia, with customer satisfaction as a mediating variable. The study measured service quality, customer satisfaction, and customer loyalty using scales and questionnaires with students in Malaysia as the population. It used descriptive statistics and hypothesis testing to analyze the relationships between the independent, mediating, and dependent variables.

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    The document discusses a study that evaluated the impact of service quality on customer loyalty for mobile communication customers in Malaysia, with customer satisfaction as a mediating variable. The study measured service quality, customer satisfaction, and customer loyalty using scales and questionnaires with students in Malaysia as the population. It used descriptive statistics and hypothesis testing to analyze the relationships between the independent, mediating, and dependent variables.

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    11 views1 page

    Reference

    Uploaded by

    zaai381
    The document discusses a study that evaluated the impact of service quality on customer loyalty for mobile communication customers in Malaysia, with customer satisfaction as a mediating variable. The study measured service quality, customer satisfaction, and customer loyalty using scales and questionnaires with students in Malaysia as the population. It used descriptive statistics and hypothesis testing to analyze the relationships between the independent, mediating, and dependent variables.

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    The Relationship between service quality and satisfaction on customer loyalty in Malaysian mobile communication Reference: M.A.Ahmed., M.M.S.Sany.

    , N.M.Norzaini. (2011).The relationship between service quality and satisfaction on customer loyalty in Malaysian mobile communication. School of Doctoral studies (European Union) Journal, 32-38.

    Objective: To evaluate the impact of service quality on customer loyalty among bank customers in Penang, Malaysia with customer satisfaction mediating these variables.

    Variables: Independent Variables: Customer Satisfaction Service Quality Dependent Variable: Measurement: Variables Customer Satisfaction Service Quality Customer loyalty N/A Items Scale (SERVQUAL) 7 point (Likert Scale) 7 point (Likert Scale) 7 point (Likert Scale) Customer Loyalty

    Population: Students from Asia, Middle East and Africa in the university of Malaysia Research Design: Descriptive Statistics & Hypothesis Testing

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