The Muamalat Newsletter Vol. 2 2023

FEM eNewsletter | Dec 2023 62 (strongly agree). The pilot test was conducted over a period of one week in November 2023. Results The study’s validity was verified through face and content validity with three academic experts and five respondents, without any significant changes to the questionnaire. Table 1 shows the reliability scores of the pilot test analysis which confirmed that Cronbach’s alpha is greater than 0.7, indicating high reliability and acceptableness of the questionnaire. Conclusion The study aims to explore the factors that influence customer satisfaction with telco service providers in Malaysia. The prediction is that customer satisfaction is significantly influenced by the quality of service and the trust it fosters. A pilot study were conducted to evaluate the validity and reliability of the questionnaire before starting the main data collection process. The validity of the questionnaire has been established, and the reliability test, using Cronbach’s alpha, has shown that it is suitable, with each construct having a value greater than 0.7. Therefore, the main data collection for the study can proceed. References: Cooper, D. R., & Schindler, P. S. (2003). Business research methods. 8th Ed., Boston: McGraw-Hill Irwin. Eldridge, S. M., Lancaster, G. A., Campbell, M. J., Thabane, L., Hopewell, S., Coleman, C. L., & Bond, C. M. (2016). Defining feasibility and pilot studies in preparation for randomised controlled trials: Development of a conceptual framework. PloS one, 11(3), e0150205. Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: nature, purpose, and findings. Journal of marketing, 60(4), 7-18. Hair, J. F., Ringle, C. M., & Sarstedt, M. (2013). Partial least squares structural equation modeling: Rigorous applications, better results and higher acceptance. Long Range Planning, 46(1-2), 1-12. Hazzi, O., & Maldaon, I. (2015). A pilot study: Vital methodological issues. Business: Theory and Practice, 16(1), 53-62. Luhmann, N. (2018). Trust and power. John Wiley & Sons. Moore, C. G., Carter, R. E., Nietert, P. J., & Stewart, P. W. (2011). Recommendations for planning pilot studies in clinical and translational research. Clinical and Translational Science, 4(5), 332-337. Nunnally, J. C. (1978). An overview of psychological measurement. Clinical Diagnosis of Mental Disorders: A Handbook, 97-146. Parasuraman, A. B. L. L., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. New York: Routledge. Statista. (2023, September 22). Market share of mobile subscribers in Malaysia 2021. Available at https:// www.statista.com/statistics/721723/malaysia-mobile-subscriber-market-share/ Van Teijlingen, E., & Hundley, V. (2001). The importance of pilot studies. Social Research Update, (35), 1-4. Yin, R. K. (2009). Case study research: Design and methods. Sage. Zikmund, W. G., Babin, B. J., Carr, J. C., & Griffin, M. (2013). Business research methods. Cengage learning. Mr. Salehuddin Che Murat Final Year Student Bachelor of Marketing (Financial Services) saleh_uddin@raudah.usim.edu.my Dr. Wan Rasyidah Wan Nawang Senior Lecturer Marketing, Consumer Behavior and Financial Services Marketing wrasyidah@usim.edu.my