|
| |
Total Requests 0 Unsatisfied Requests 0
|
|
You searched Library Catalogue - Title: CC-BY 2021.
|
|
Call Number (WOU)
|
SP CEMBA 2015 13
|
|
Author
|
Tan, Kian Meng
|
|
Title
|
Factors affecting customer satisfaction and behavioral intention of B2B information system services industry : a case study in ABC Berhad / Tan Kian Meng
|
|
Abstract
|
This research is intends to study the significant level of the five factors namely Reliability, Assurance, Responsiveness, Process and Price affecting customer satisfaction and their behavioral intention of B2B Information Systems Service provider. There are total six proposed hypotheses to be tested in this study, five of them were tested to identify the relationship between the five factors and customer satisfaction while the remaining proposed hypothesis was to examine the relationship between customer satisfaction and their behavioral intention. The outcome of the study revealed that there is significant relationship between Reliability, Assurance, Responsiveness, Process factors and customer satisfaction. The study also indicates that Price factor does affect customer satisfaction and customers tend to be satisfied when the price of the projects or services is in favor to them. The result of this study also denotes that customer satisfaction impact greatly on customer behavioral intention. The study ends with some strategic recommendations to improve the on-time delivery and quality of deliverables to improve customer satisfaction and in turn to increase their positive behavioral intention.
|
|
Notes
|
Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA).
|
|
Publisher/Year
|
Penang : School of Business and Administration, Wawasan Open University, 2015.
|
|
Subject
|
Consumer satisfaction.
|
|
Subject
|
Information system.
|
|
|