Author:
Zahari Abdul Rahman,Esa Elinda,Nor Asshidin Nor Hazlin,Surbaini Khairul Nizam,Abdullah Azmer Ezwan
Abstract
This study aims to investigate if the mobile touchpoint and customer effort were significantly different by customer types of the leading energy provider in Malaysia. The study is essential because past literature revealed a limited study on mobile touchpoint in the energy sector. 1156 respondents were captured in this study using a stratified sampling technique. The findings showed significant differences between three mobile app’s variables and no differences with customer effort is recorded. Managers of energy firms may use the findings to strategize the mobile app services because it leads to better customer experience and facilitates customer satisfaction and loyalty.
Subject
General Earth and Planetary Sciences,Water Science and Technology,Geography, Planning and Development
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