Service quality for customer satisfaction sector in the mobile application travel

Shaidan, Muhamad Syazwan Amni (2022) Service quality for customer satisfaction sector in the mobile application travel. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

According to studies, the availability of a wide range of high-quality mobile applications/services is a major factor in the expansion of m-commerce (apps). This has led to an increased focus from business managers on not just acquiring new clients, but also keeping their current clientele happy. Despite the large body of research on mobile applications, very little has been done to determine how different quality criteria associated with mobile services affect m-commerce customers' propensity to continue using certain apps. Because of this, a research model is created in this study that explains the connections between mobile-service quality elements, customer satisfaction, and the mobile-apps users' desire to continue using the service. Using data gathered from mobile app users in Langkawi, Kedah, the suggested study paradigm was experimentally confirmed. According to the findings, service quality criteria were critical in determining customer happiness and mobile app travel. The purpose of this research was to characterise service quality in the field of customer satisfaction as it relates to mobile application vacation planning. This project's research techniques included delivering questionnaires to participants and scouring the internet for relevant publications and journals, both of which provided valuable secondary data.

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