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Please use this identifier to cite or link to this item: http://hdl.handle.net/1812/569

Title: The effect of word of mouth on handphone switching
Authors: On, Boon Seng
Keywords: Word of Mouth
WOM
Switching behaviour
Trustworthiness
Opinion leader
Customer's loyalty
Hand phone industry
Issue Date: Jul-2009
Publisher: University Malaya
Abstract: Switching behaviour is one of the topics that have been chosen in recent years, it is not only damage the company profit but also decrease the loyalty of customer. WORD OF MOUTH (WOM) has been chosen to use as one of the strategies in influencing customer-purchasing decision. The sender credibility such as expertise, trustworthiness and opinion leader has been determined in many researches. In this research, the author has built on the previous researches and broadens it by including receiver expertise and loyalty. Tie strength and similarity are also part of the studied independent variables, which influence on consumer switching behaviour. The purpose of this study is to systematically analysis all the variables and how it impact the WORD OF MOUTH. The result shows that WORD OF MOUTH sender, receiver and their relationship have influenced on receiver switching behaviour. However, the respondents are restricted to students in campus, which may subject to bias. The author hopes that this research would help hand phone industries or managers to explore the strategies of WORD OF MOUTH in marketing their products.
Description: Dissertation -- Faculty of Business and Accountancy, University of Malaya, 2009.
URI: http://dspace.fsktm.um.edu.my/handle/1812/569
Appears in Collections:Masters Dissertations : MBA

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