Factors that contribute in customer loyalty at AIA Bhd. Headquarters, Kuala Lumpur / Nur Adena Izati Mohammad

Mohammad, Nur Adena Izati (2017) Factors that contribute in customer loyalty at AIA Bhd. Headquarters, Kuala Lumpur / Nur Adena Izati Mohammad. Student Project. Faculty of Business and Management, Bandaraya Melaka. (Unpublished)

[img]
Preview
Text
PPb_NUR ADENA IZATI MOHAMMAD BM 17_5.pdf

Download (305kB) | Preview

Abstract

This research is conducted to identify the factors that contribute in customer loyalty at AIA Bhd. headquarters, Kuala Lumpur. The factors are selected is customer perceived quality and expectations, customer trust and willingness and insurer commitment. The results of this research are based on these four objectives. First is to identify a positive relationship between customer perceived quality and expectations with customer loyalty. Second is to examine the relationship between customer trust and willingness with customer loyalty. Next, to identify the relationship between insurer commitments with customer loyalty and lastly, to identify the most influence factor in formation of customer loyalty. Data was gathered through questionnaire from customers of AIA Bhd. (n=96) located in Kuala Lumpur. Then, the data are analysed using SPSS (Statistical Package for the Social Sciences) version 20.0. The findings show that the three (3) variable customers perceived quality and expectations, customer trust and willingness and insurer commitments were important in determining influencing the loyalty of customer, therefore, AIA Bhd. headquarters, Kuala Lumpur need to consider these factors and provide the best way to improve customer loyalty among the customers.

Item Type: Monograph (Student Project)
Uncontrolled Keywords: Customer loyalty; AIA Bhd. Headquarters
Subjects: H Social Sciences > HF Commerce > Customer services. Customer relations > Malaysia
Divisions: Universiti Teknologi MARA, Melaka > Bandaraya Melaka Campus
Depositing User: Staf Pendigitalan 5
Date Deposited: 14 Jun 2017 02:01
Last Modified: 14 Jun 2017 02:01
URI: http://ir.uitm.edu.my/id/eprint/17269

Actions (login required)

View Item View Item

Downloads

Downloads per month over past year