Satisfaction and Service Quality of Using High-Speed 4G Wireless Broadband in University Campus
DOI:
https://doi.org/10.18034/abr.v8i2.156Keywords:
Customers’ satisfaction, service quality, high speed internet, 4G wireless broadband, UiTM campusAbstract
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.
Downloads
References
Ahuja, T., Rabis, H. A., & Koleri, S. (2011). The relationships of customer satisfaction, customer loyalty and profitability: an empirical study. International Journal of Service Industry Management , 7 (4), 27-42.
Asubonteng, P., McCleary, K. J., & Swan, J. E. (1996). SERVQUAL revisited: a critical review of service quality. Journal of Services Marketing , 10 (6), 62-81.
Dotchin, J. A., & Oakland, J. S. (1994). Total quality management in services: Part 2 Service quality. International Journal of Quality & Reliability Management , 11 (3), 27-42.
Gabbie, O., & O'Neil, M. A. (1996). SERVQUAL and the northern Ireland hotel sector. A comparative analysis- Part 1. Managing Service Quality , 6 (6), 25-32.
Gronroos, C. (1982). Strategic Management and Marketing in the Service Sector. Swedish School of Economics and Business Administration , pp. 45-50.
Gumesson, I. (1994). Internal customer management and service gaps within the UK manufacturing sector. International Journal of Operations and Production , 14 (9), 45-56.
Hokanson, S. (1995, January 2). The Deeper You Analyse, The More You Satisfy Customers. Marketing News , p. 16.
Hoyer, W. D., & McInnis, D. J. (2001). Consumer Behaviour (2nd Edition ed.). Boston: Houghton Mifflin Company.
Kotler, P. (2000). Marketing Management (10th Edition ed.). New Jersey: Prentice-Hall.
KPMG International. (2010). Broadband wireless access in Asia Pacific: From opportunity to profitability. KMPG International.
Kueh, K., & Boo, H. V. (2007). Culture and service quality expectations: Evidence from Generation Y consumers in Malaysia. Managing Service Quality, Vol. 17, No. 6.
Lai, M. (2010, March). WiMax@2.3GHz and its NA for wireless broadband. My Convergence, pp. 49-51.
Lewis, B. R., & Mitchell, V. W. (1990). Defining and measuring the quality of customer service. Marketing Intelligence & Planning , 8 (6), 11-17.
Lewis, R. C., & Booms, B. H. (1983). The marketing aspects of service quality. Chicago, Illinois: American Marketing Association.
Mohd Mansur, B. (2012). YES Wireless Internet Service and its Campus Store. (M. K. Mohd Adi M. K., Mohd Zuhair Z., & Yang Haniza J., Interviewers)
Muhammad Nizam Z. and Mohd Rozaini M.R. (2010). Assessing "ME Generation's" entrepreneurship deree programmes in Malaysia. Education + Training, Vol.52, 508-527.
Nunnaly, J. C. (1978). Psychometric Theory. New York: McGraw-Hill.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1998). A conceptual model of service quality and its implications - revisited. Journal of Marketing , 60 (3), 41-50.
Pricewaterhouse Coopers (2010). Malaysia's Gen Y unplugged. Malaysia: PricewaterhouseCoopers Advisory Services Sdn Bhd.
Randheer, J., Kumaran, V. S., & Ratmana, J. (2011). Measurement of service quality in Internet banking: the development of an instrument. Journal of Marketing and Management , 20, 185-207.
Rowley, C. (1997). SERVQUAL" review, critique, research agenda. European Journal of Marketing , 30 (1), 8-32.
Shahin, A. (2008). SERVQUAL and Model of Service Quality Gaps: A framework for Determining and Prioritizing Critical Factors in Delivering Quality Services. Journal of International Marketing , 6 (4), 23-79.
Siew, P. L., Taiwo, A. A., Hanisah, M. S., & Downe, A. G. (2011). Service Quality and Customer Satisfaction in a Telecommunication Service Provider. International Conference on Financial Management and Economics. 11, pp. 24-29. Singapore: IACSIT Press.
Suradi, N. R., Mustafa, Z., Ismail, W., Shahabuddin, F., Ali, Z., & Norkisme, Z. A. (2008). Usage pattern of broadband services among engineering students in higher institution. Seminar Pendidikan Kejuruteraan dan Alam Bina (pp. pp. 1-8). Bangi: Universiti Kebangsaan Malaysia.
Van Iwardeen, J., Van der Wiele, T., Ball, L., & Millen, R. (2003). Applying SERVQUAL to websites: An explanatory study. International Journal of Quality & Reliability Management , 20 (8), 919-935.
Venetis, C. (1997). Developing a multidimensional and hierarchical service quality for the travel agency industry. Tourism Management , 29, 706-720.
Wisniewski, M. (2001). Using SERVQUAL to access the customer satisfaction with public sector services. Managing Service Quality , 11 (6), 380-388.
Wisniewski, M., & Donnelly, M. (1996). Measuring servie quality in the public sector: the potential for SERVQUAL. Total Quality Management , 7 (4), 357-365.
Wolfe, J. D. (2011). Analyzing the quality performance gap of the Telesur broadband services. Journal of Management and Finance , 4 (3), 26-37.
Yaacob, D. M. (2008). SPSS for Business and Social Science Students. Kota Bharu, Kelantan: Pustaka Aman Press Sdn. Bhd. .
YTL Power International. (2011). YTL Power International Annual Report 2011. Kuala Lumpur: YTL Power International.
--0--
Published
Issue
Section
License
Asian Business Review is an Open Access journal. Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal the right of first publication with the work simultaneously licensed under a CC BY-NC 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of their work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal. We require authors to inform us of any instances of re-publication.
How to Cite
