Title: Mobile phone satisfaction in Malaysia: a demographic analysis

Authors: Yee Yen Yuen, Paul H.P. Yeow, Regina Connolly

Addresses: Faculty of Business and Law, Multimedia University, Jalan Ayer Keroh Lama, Bukit Beruang, Melaka 74450, Malaysia. ' School of Business, Monash University, Sunway Campus, Jalan Lagoon Selatan, 46150, Bandar Sunway, Selangor, Malaysia. ' DCU Business School, Dublin City University, Glasnevin, Dublin 9, Ireland

Abstract: This study examines the influence of demographic factors on Malaysian citizens| satisfaction with mobile phones. Three hundred questionnaires were collected. Results indicate that differences exist between students and working adults| in relation to their perception of social interruptions caused by mobile phone use. Males exhibit greater concern over road accidents associated with mobile phone use than females, whilst different ethnic groups exhibit differing levels of health concern regarding radio frequency radiation. Recommendations are provided to assist governments, telecommunication companies, researchers, and health practitioners in increasing Malaysian citizens| mobile phone satisfaction.

Keywords: mobile communications; OMPS; overall mobile phone satisfaction; peer chatting; family coordination; public disturbances; social interruption; mobile phones; customer satisfaction; Malaysia; demographics; cell phones; road accidents; health concerns.

DOI: 10.1504/IJMC.2011.041140

International Journal of Mobile Communications, 2011 Vol.9 No.4, pp.341 - 358

Published online: 10 Jul 2011 *

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