Factors contributing to customer switching behavior on Malaysia’s telecommunication service providers: survey at Kuala Terengganu / Fasihah Embong

Malaysia mobile market is one of the faster growing markets and is forecasted to reach 15 million users by 2015. The availability of a number of subscribers options for customers and different charged rates of each service provider, lead the customers to switch between service providers. The objecti...

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Main Author:	Embong, Fasihah
Format:	Thesis
Language:	English
Published:	2014
Subjects:	Consumer behavior Consumers' preferences Consumer research Including consumer profiling
Online Access:	https://ir.uitm.edu.my/id/eprint/89341/1/89341.pdf
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id	my-uitm-ir.89341
record_format	uketd_dc
spelling	my-uitm-ir.893412024-01-14T17:27:42Z Factors contributing to customer switching behavior on Malaysia’s telecommunication service providers: survey at Kuala Terengganu / Fasihah Embong 2014 Embong, Fasihah Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Malaysia mobile market is one of the faster growing markets and is forecasted to reach 15 million users by 2015. The availability of a number of subscribers options for customers and different charged rates of each service provider, lead the customers to switch between service providers. The objectives of this study to investigate the factors affect customer in switching the mobile service provider and to delve into finding the most factor influence switching the service provider. The type of research used for this study is descriptive research design. The area covered under this study was Kuala Terengganu. A well-structured questionnaire was designed and administered to collect samples across Mydin Mall Kuala Terengganu. Due to high population and need for variety of respondents, Convenience Sampling was chosen. The sample size was 322. The variables considered for this study are Pricing, Convenience, Core Service Failures, Responsiveness to Service Failures, Attraction by Competitors and Intention to Switch. The findings from the study reveal that all the factors has significant affect to customer switching and Convenience being the most factor influence the customers in switching their service provider. After analysing the results of the study, the researcher recommends that the mobile service providers concentrate on increasing network stability and setting the charges rates competitively. 2014 Thesis https://ir.uitm.edu.my/id/eprint/89341/ https://ir.uitm.edu.my/id/eprint/89341/1/89341.pdf text en public masters Universiti Teknologi MARA, Terengganu Faculty Of Business Management Mahmood, Rosman
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Mahmood, Rosman
topic	Consumer behavior Consumers' preferences Consumer research Including consumer profiling
spellingShingle	Consumer behavior Consumers' preferences Consumer research Including consumer profiling Embong, Fasihah Factors contributing to customer switching behavior on Malaysia’s telecommunication service providers: survey at Kuala Terengganu / Fasihah Embong
description	Malaysia mobile market is one of the faster growing markets and is forecasted to reach 15 million users by 2015. The availability of a number of subscribers options for customers and different charged rates of each service provider, lead the customers to switch between service providers. The objectives of this study to investigate the factors affect customer in switching the mobile service provider and to delve into finding the most factor influence switching the service provider. The type of research used for this study is descriptive research design. The area covered under this study was Kuala Terengganu. A well-structured questionnaire was designed and administered to collect samples across Mydin Mall Kuala Terengganu. Due to high population and need for variety of respondents, Convenience Sampling was chosen. The sample size was 322. The variables considered for this study are Pricing, Convenience, Core Service Failures, Responsiveness to Service Failures, Attraction by Competitors and Intention to Switch. The findings from the study reveal that all the factors has significant affect to customer switching and Convenience being the most factor influence the customers in switching their service provider. After analysing the results of the study, the researcher recommends that the mobile service providers concentrate on increasing network stability and setting the charges rates competitively.
format	Thesis
qualification_level	Master's degree
author	Embong, Fasihah
author_facet	Embong, Fasihah
author_sort	Embong, Fasihah
title	Factors contributing to customer switching behavior on Malaysia’s telecommunication service providers: survey at Kuala Terengganu / Fasihah Embong
title_short	Factors contributing to customer switching behavior on Malaysia’s telecommunication service providers: survey at Kuala Terengganu / Fasihah Embong
title_full	Factors contributing to customer switching behavior on Malaysia’s telecommunication service providers: survey at Kuala Terengganu / Fasihah Embong
title_fullStr	Factors contributing to customer switching behavior on Malaysia’s telecommunication service providers: survey at Kuala Terengganu / Fasihah Embong
title_full_unstemmed	Factors contributing to customer switching behavior on Malaysia’s telecommunication service providers: survey at Kuala Terengganu / Fasihah Embong
title_sort	factors contributing to customer switching behavior on malaysia’s telecommunication service providers: survey at kuala terengganu / fasihah embong
granting_institution	Universiti Teknologi MARA, Terengganu
granting_department	Faculty Of Business Management
publishDate	2014
url	https://ir.uitm.edu.my/id/eprint/89341/1/89341.pdf
_version_	1794192214303178752

Factors contributing to customer switching behavior on Malaysia’s telecommunication service providers: survey at Kuala Terengganu / Fasihah Embong

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