Online ISSN: 2515-8260

Keywords : Service Quality


Mohd Faizun Mohamad Yazid; Aeshah Mohd Ali; Sanusi Abdul Manaf

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 3, Pages 4143-4149

This study focuses on the customer experience of Malaysia's performance of telecommunications services. The penetration rate in Malaysia has gone over 100 percent, meaning that every person in Malaysia has at least one account registered with the provider of telecommunications. The telecommunications industry rivalry has become fierce because there is a small market between players in the industry. This study using a questionnaire to gather data through random sampling. The analysis used a quantitative approach. Using SmartPLS analysis, one hundred and fifty available respondents were given. The findings show that consumers are more concerned with the service's quality and confidence than with the brand's picture and price. Consumer loyalty was not influenced by brand image and price. One of the critical factors is that for almost identical coverage areas, the services and packages offered are around the same price ranges. For their ongoing long-term strategy, the service supplier would use the result.


Muhammad Asyraf Hasim; Sanusi Abdul Manaf; Aeshah Mohd Ali

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 3, Pages 4160-4178

This research aims to evaluate the variables in Malaysia's e-wallet services that may contribute to customer satisfaction. A financial institution has recently launched an e-wallet as an alternative payment system for customers. To increase their market share, service providers need to consider consumer expectations and find ways to improve customer loyalty. The research used a quantitative approach where questionnaires were used to gather information. Five hundred questionnaires were distributed among students in Kuala Lumpur through Google to different social groups. Within 14 days of the specified grace period, two hundred and twelve usable answers were obtained. In order to get further participation, three updates are typically sent to all the social classes. The findings indicate that three key factors are crucial: quality of service, confidence, and brand image.


Mohd Faizun Mohamad Yazid; Aeshah Mohd Ali; Sanusi Abdul Manaf

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 3, Pages 4128-4142

This research aims to measure the relationship between service quality, brand image, confidence, and price to satisfy customers. This study was based on consumer expectations in Malaysia's airline industry. Customer satisfaction has become a fundamental problem, especially when the competition is stiff, and consumers have more bargaining power. This research used data-gathering questionnaires. Two hundred respondents attended data collection activities. Survey types consisted of several sections separated by variables. The questionnaire was distributed at Malaysia's three primary airports and completed for a month. Participants volunteered for analysis. Results indicate that the price was not crucial to customer satisfaction. The remaining factors remain optimistic and critical to customer satisfaction. Not only the airline industry, but all logistics service providers can use the findings.

Customer Loyalty of Fixed-Broadband Provider in Indonesia: The Role of Service Quality for Internet Service Providers and Customer Relationship Management Quality

Alvin Albertha Dwi; Afiff .; Adi Zakaria; Atmaja .; BHAVANA KUMARI

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 1, Pages 4048-4060

This study attempted to evaluate the mediating role of CRM (Customer Relationship Management) quality in discovering the effects of the variables in service quality for internet service providers on customer loyalty. The service quality on internet serviceproviders are network quality, customer service & technical support, information & website support and privacy & security. Data was obtained from 476 respondents of fixedbroadband ISP (Internet Service Provider) users atIndonesiaon April 2020. The SmartPLS 3.0 Software was carried out to exam the hypotheses using bootstrapping method of 5000 random samples. The results of the analysis indicated that the mediating role of customer relationship management quality has strong impactonservice quality to customer loyalty. Moreover, the contribution of thisresearch from the modelling of the mediation will be usefull for any internet providers who wants to deploy their strategy to increase theircustomer loyalty.