THE INFLUENCES OF CUSTOMER EXPECTATION, PERCEIVED QUALITY, AND PERCEIVED VALUE ON CUSTOMER SATISFACTION A CASE STUDY FOR HUAWEI COMPANY IN KUALA LUMPUR, MALAYSIA

Lang, Wen (2025) THE INFLUENCES OF CUSTOMER EXPECTATION, PERCEIVED QUALITY, AND PERCEIVED VALUE ON CUSTOMER SATISFACTION A CASE STUDY FOR HUAWEI COMPANY IN KUALA LUMPUR, MALAYSIA. Masters thesis, Universitas Pendidikan Ganesha.

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Abstract

The achievements of market success in competitive smartphone sectors depend heavily on customer satisfaction levels. This study investigates the influence of customer expectation, perceived quality, and perceived value on customer satisfaction in the context of Huawei users in Kuala Lumpur, Malaysia. With a sample of 200 respondents, data were collected through a structured questionnaire and analyzed using quantitative methods. The findings reveal that all three variables—customer expectation, perceived quality, and perceived value—have a significant and positive influence on customer satisfaction. These results highlight the importance of aligning customer expectations with product performance, ensuring high perceived quality, and delivering strong value propositions to enhance overall satisfaction. Price affordability together with durable performance and state-of-the-art technology represent the top priorities for Malaysian cell phone consumers. The assessment of quality and value together determine customer satisfaction because quality depends on reputation alongside device performance and service quality, yet value equates price fairness to product benefits. Reviews of price against benefits yield both customer satisfaction and purchasing action. Value-based pricing with continuous innovation emerges as essential because it allows companies to fulfil shifting customer requirements. After-sales service and customer support act as essential factors which support both customer satisfaction as well as their continued loyalty. Research knowledge serves Huawei and other smartphone manufacturers to improve satisfaction among their developing market consumers. The study provides practical insights for Huawei and other smartphone brands seeking to strengthen customer loyalty through improved service and product strategies. The study also offers suggestions for future research to explore additional factors influencing customer satisfaction in different market contexts.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Customer Expectations,Customer Satisfaction, Perceived Quality, Perceived Value
Subjects: L Education > L Education (General)
Divisions: Pascasarjana > Program Studi Ilmu Manajemen (S2)
Depositing User: Wen Lang
Date Deposited: 08 Aug 2025 07:30
Last Modified: 08 Aug 2025 07:30
URI: http://repo.undiksha.ac.id/id/eprint/26581

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