Satisfaction and Service Quality of Using High-Speed 4G Wireless Broadband in University Campus

Authors

  • Norzaidi Mohd Daud Universiti Teknologi MARA
  • Mohd Adi Mohd Kamal Universiti Teknologi MARA
  • Mohd Zuhair Zaharudin Universiti Teknologi MARA
  • Yang Haniza Jumhar Universiti Teknologi MARA
  • Intan S. Mohamed Universiti Teknologi MARA

DOI:

https://doi.org/10.18034/abr.v8i2.156

Keywords:

Customers’ satisfaction, service quality, high speed internet, 4G wireless broadband, UiTM campus

Abstract

This paper aims to examine customers’ satisfaction with the product service quality rendered by high-speed 4G wireless broadband (YES!) and YES! Campus Store. 161 of 300 students were engaged from numerous faculties at Universiti Teknologi MARA, Shah Alam, Selangor, Malaysia. Based on a survey, this study suggested that tangibility, reliability, responsiveness, assurance, and empathy produce negative results. It shows that the service rendered by YES! does not meet the expectation of customers’ satisfaction. This paper draws attention to the importance of having high-speed 4G wireless broadband in the campus as its impact on customers’ satisfaction as well as service quality at YES! campus store.

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Author Biographies

Norzaidi Mohd Daud, Universiti Teknologi MARA

Professor, Faculty of Business Management, Universiti Teknologi MARA, 40450 Shah Alam, Selangor, MALAYSIA

Mohd Adi Mohd Kamal, Universiti Teknologi MARA

Arshad Ayub Graduate Business School, Universiti Teknologi MARA, 40450 Shah Alam, Selangor, MALAYSIA

Mohd Zuhair Zaharudin, Universiti Teknologi MARA

Arshad Ayub Graduate Business School, Universiti Teknologi MARA, 40450 Shah Alam, Selangor, MALAYSIA

Yang Haniza Jumhar, Universiti Teknologi MARA

Arshad Ayub Graduate Business School, Universiti Teknologi MARA, 40450 Shah Alam, Selangor, MALAYSIA

Intan S. Mohamed, Universiti Teknologi MARA

Accounting Research Institute & Faculty of Accountancy, Universiti Teknologi MARA, 40450 Shah Alam, Selangor, MALAYSIA

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Published

2018-08-23

How to Cite

Daud, N. M., Kamal, M. A. M., Zaharudin, M. Z., Jumhar, Y. H., & Mohamed, I. S. (2018). Satisfaction and Service Quality of Using High-Speed 4G Wireless Broadband in University Campus. Asian Business Review, 8(2), Art. #11, pp. 75–82. https://doi.org/10.18034/abr.v8i2.156

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Section

Articles