s811785 - AN EMPIRICAL STUDY ON THE FACTORS INFLUENCING...

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AN EMPIRICAL STUDY ON THE FACTORS INFLUENCING CUSTOMER SATISFACTION AMONG MOBILE PHONE USERS AT THE UNIVERSITY OF BENGHAZI IN LIBYA ZIAD. W. AHMED. ALDROGI MASTER OF SCIENCE MANAGEMENT UNIVERSITI UTARA MALAYSIA 2013
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AN EMPIRICAL STUDY ON THE FACTORS INFLUENCING CUSTOMER SATISFACTION AMONG MOBILE PHONE USERS AT THE UNIVERSITY OF BENGHAZI IN LIBYA ZIAD. W. AHMED. ALDROGI MASTER OF SCIENCE MANAGEMENT UNIVERSITI UTARA MALAYSIA 2013
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AN EMPIRICAL STUDY ON THE FACTORS INFLUENCING CUSTOMER SATISFACTION AMONG MOBILE PHONE USERS AT THE UNIVERSITY OF BENGHAZI IN LIBYA ZIAD. W. AHMED. ALDROGI (811785) A project paper submitted to the Othman Yeop Abdullah Graduate School of Business Universiti Utara Malaysia in fulfillment of the requirement for the degree of Master of Science Management 2013
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i DECLARATION I hereby declare that this thesis is my original work except for quotations and citations which have been duly acknowledged and that it has not been previously or concurrently submitted for any other degree at University Utara Malaysia. _____________________________ ZIAD. W. AHMED. ALDROGI 811785
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ii PERMISSION TO USE This project is presented as part of the requirements for the award of Master’s Degree in Science Management, University Utara Malaysia (UUM). I warmly agree that the university library may make this work available for inspection. I also agree to the permission for copying the series and the sequential manner of this study, for academic and scholarly purposes may be granted by my supervisor or in his absence, by the Dean College of Business, COB UUM. It is clearly known that any copying or publication or use of this project report thereof for financial purpose shall not be allowed without any written permission. It is also agreed that due recognition should be given to me and to the University Utara Malaysia for any scholarly use which may be made of any material from this project report. Official request for permission to copy or make other use of material of this project report in whole or in part should be addressed to: Dean Othman Yeop Abdullah Graduate School of Business Universiti Utara Malaysia 06010 UUM Sintok Kedah Darul Aman Malaysia
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iii 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
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