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Satisfaction and Service Quality of Using High-Speed 4G Wireless Broadband in University Campus

Author

Listed:
  • Daud, Norzaidi Mohd

    (Universiti Teknologi MARA)

  • Kamal, Mohd Adi Mohd

    (Universiti Teknologi MARA)

  • Zaharudin, Mohd Zuhair

    (Universiti Teknologi MARA)

  • Jumhar, Yang Haniza

    (Universiti Teknologi MARA)

  • Mohamed, Intan S.

    (Universiti Teknologi MARA)

Abstract

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.

Suggested Citation

  • Daud, Norzaidi Mohd & Kamal, Mohd Adi Mohd & Zaharudin, Mohd Zuhair & Jumhar, Yang Haniza & Mohamed, Intan S., 2018. "Satisfaction and Service Quality of Using High-Speed 4G Wireless Broadband in University Campus," Asian Business Review, Asian Business Consortium, vol. 8(2), pages 75-82.
    • Handle: RePEc:ris:asbure:0016
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    More about this item

    Keywords

    Customers’ satisfaction; service quality; high speed internet; 4G wireless broadband; UiTM campus;
    All these keywords.

    JEL classification:

    • O14 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development - - - Industrialization; Manufacturing and Service Industries; Choice of Technology

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