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Asia Pacific Business Review Volume 12, 2006 - Issue 4: Business and Management in South East Asia: Studies in Diversity and Dynamism
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Original Articles

Telecommunication Industry in Malaysia: Demographics Effect on Customer Expectations, Performance, Satisfaction and Retention

Norizan Mohd Kassim Department of Management and Marketing, College of Business and Economics, University of Qatar, QatarCorrespondence[email protected]
Pages 437-463 | Published online: 26 Feb 2007

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Hugo Ribeiro & Ricardo Rodrigues. (2022) What Determines Satisfaction with Call Centers? The Case of UK Telecom. Services Marketing Quarterly 43:4, pages 404-424.
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Hoang Quoc Tran, Sy Sua Tu, Minh Ngoc Ngo, Thi Thuy Kieu Huynh, Trung Anh Nguyen, Hai Binh Nguyen, Vu Yen Mai & Minh Hieu Nguyen. (2023) Analyzing the passengers’ satisfaction with the services in long-distance bus stations – The case of Mien Dong station in Ho Chi Minh City, Vietnam. IOP Conference Series: Materials Science and Engineering 1289:1, pages 012048.
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Muhammad Noshab Hussain & Zaiyang Li. (2023) Dynamic Appertain Between Telecommunication Infrastructure and Economic Growth: Empirical Evidence of OIC Countries. Journal of the Knowledge Economy.
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Anaam et al.. (2021) Critical success factors for electronic customer relationship management success adoption: Telecommunication companies case study. International Journal of ADVANCED AND APPLIED SCIENCES 8:10, pages 116-130.
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Andy Chin Woon FookOmkar Dastane. (2021) Effectiveness of Loyalty Programs in Customer Retention: A Multiple Mediation Analysis. Jindal Journal of Business Research 10:1, pages 7-32.
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Muhammad Farooq & Valliappan Raju. (2019) Want to Stay the Market Leader in the Era of Transformative Marketing? Keep the Customers Satisfied!. Global Journal of Flexible Systems Management 20:3, pages 257-266.
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Gary M. Fleischman, Eric N. Johnson & Kenton B. Walker. 2017. Advances in Management Accounting. Advances in Management Accounting 91 125 .
Sujin Yang & Yun Jung Lee. (2017) Are the factors affecting satisfaction and actual purchase the same? Comparisons between unplanned and planned purchase. Journal of Fashion Marketing and Management 21:2, pages 172-186.
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Jill Sweeney, Robert W. Armstrong & Lester W. Johnson. (2016) The effect of cues on service quality expectations and service selection in a restaurant setting. Journal of Services Marketing 30:2, pages 136-140.
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Leonard A. Jackson, Clayton W. Barrows & Raymond R. Ferreira. (2015) The impact of demographics on the membership level of member-owned private clubs. Tourism Management Perspectives 16, pages 51-57.
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K Sai Prasad & Sita Mishra. (2014) The Relationship Between Customer Demographics and Brand Loyalty in the Indian Telecom Sector. International Journal of Customer Relationship Marketing and Management 5:4, pages 38-57.
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K Sai Prasad & Sita Mishra. (2014) A Study to Explore Relationships Between Customer Demographics and Brand Loyalty in The Indian Telecom Sector. International Journal of Customer Relationship Marketing and Management 5:3, pages 1-13.
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Norizan Mohd Kassim. 2012. Customer-Oriented Global Supply Chains. Customer-Oriented Global Supply Chains 160 174 .
Natalie Govaerts, Eva Kyndt, Filip Dochy & Herman Baert. (2011) Influence of learning and working climate on the retention of talented employees. Journal of Workplace Learning 23:1, pages 35-55.
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Eva Kyndt, Filip Dochy, Maya Michielsen & Bastiaan Moeyaert. (2009) Employee Retention: Organisational and Personal Perspectives. Vocations and Learning 2:3, pages 195-215.
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Hassan Bhatti, Ahmad Abareshi & Siddhi Pittayachawan. (2019) A Customer Repurchase Behavior Survey for Australian Mobile Telecommunication Services: Research Instrument Validation. SSRN Electronic Journal.
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