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An empirical study on the factors influencing customers satisfaction among mobile phone users at the University of Benghazi in Libya

Aldrogi, Ziad W. Ahmed (2013) An empirical study on the factors influencing customers satisfaction among mobile phone users at the University of Benghazi in Libya. Masters thesis, Universiti Utara Malaysia.

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Abstract

The company needs an achievement for business continuously in order to sure the satisfaction of customer every day. This is targeting refer to the group whether individual or organizations. The purpose of this study is to understand the effect between customer relationship management (CRM) information systems, service quality, reliability and tangibles on customer satisfaction in the Libyan mobile telecommunication services and also this sector is highly competitive. In addition, the purpose of this research is to gain the knowledge customer relationship management information systems. This is an empirical study using mainly primary data collected through a well-structured questionnaire. This study carried out by covering 132 of customers who using a mobile phone. The results indicate that all of the four hypotheses tested are supported. There is a positive impact and significant relationship between the customer satisfaction and customer relationship management (CRM) information systems, service quality, reliability and tangibles. In conclusion, the present study has its own limitation since this research is only conducted in master program students at Benghazi University in Libya. Therefore the finding of the study is unable to be generalizing for the whole population of hand phone users in Libya as the sample size is considered small.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HF Commerce. > HF5415.33 Consumer Behavior.
Divisions: Othman Yeop Abdullah Graduate School of Business
Depositing User: Mr. Badrulsaman Hamid
Date Deposited: 23 Nov 2015 01:20
Last Modified: 17 Apr 2016 07:02
URI: http://etd.uum.edu.my/id/eprint/5206

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