The moderating effect of gender between customer quality factors and loyalty toward internet service provider in Malaysia / Muhammad Shafiq Harun

Harun, Muhammad Shafiq (2015) The moderating effect of gender between customer quality factors and loyalty toward internet service provider in Malaysia / Muhammad Shafiq Harun. Industrial Training. Bachelor of Science (Hons.) Statistics, Kota Bharu. (Unpublished)

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Abstract

Customer’s quality based on commitment, trust, and satisfaction theory can explain and predict the success of a relationship between an internet service provider in Malaysia and its customers, measured in terms of loyalty. This study proposed a model to express the relationship and included gender as a moderator in the relationship. This study also developed a questionnaire to test the structural model and used a sample in Malaysia to check its validity and reliability. Analysis provided strong support for our hypotheses that gender exerted a significant moderating role on our model relationships. The influence of loyalty on commitment, trust and satisfaction was significantly for moderating effect of gender

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Item Type: Monograph (Industrial Training)
Creators:
Creators
Email
Harun, Muhammad Shafiq
2011804784
Contributors:
Contribution
Name
Email / ID Num.
Thesis advisor
Ibrahim, Nur Safwati
UNSPECIFIED
Subjects: H Social Sciences > HD Industries. Land use. Labor > Management. Industrial Management > Computer networks. Electronic information resources. Web portals. Internet. Web servers. Electronic mail messages
H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Kelantan > Kota Bharu Campus > Faculty of Computer and Mathematical Sciences
Item ID: 34467
Uncontrolled Keywords: Gender, Customer quality, Satisfaction, Trust, Commitment, Loyalty, Structural Equation Modeling
URI: https://ir.uitm.edu.my/id/eprint/34467

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34467

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