Effects of relationship marketing on customer loyalty: evidence from budget hotels in Bandaraya Melaka, Malaysia / Imnie Farahainie Mat Jani

Mat Jani, Imnie Farahainie (2017) Effects of relationship marketing on customer loyalty: evidence from budget hotels in Bandaraya Melaka, Malaysia / Imnie Farahainie Mat Jani. [Student Project] (Unpublished)

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Abstract

Relationship marketing is a good strategy to be used by many firms to maintain a long-term relationship with customers in today’s business environment which is very competitive and challenging. Relationship marketing also can help the marketers to make effective decisions to enhance customer loyalty and create a quality relationship with customers. The main purpose of this study to determine the relationship between relationship marketing dimensions and customer loyalty towards budget hotels in Bandaraya Melaka. Four key dimensions of relationship marketing are considered in this study which are trust, commitment, communication and conflict handling. The study was conducted in Bandaraya Melaka with a sample of 120 respondents. Sampling method used in this study is convenience sampling. Frequencies, Mean, Reliability Analysis, Pearson Correlation Coefficient and Regression were analyzed using SPSS 21 program. The findings revealed that there are positive relationships between these relationship marketing dimensions and customer loyalty. The result shows that conflict handling has the most significant impact on customer loyalty.

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Item Type: Student Project
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Mat Jani, Imnie Farahainie
UNSPECIFIED
Subjects: H Social Sciences > HF Commerce > Marketing
Divisions: Universiti Teknologi MARA, Melaka > Bandaraya Melaka Campus > Faculty of Business and Management
Item ID: 17248
Uncontrolled Keywords: Marketing; Customer loyalty; Budget hotels
URI: https://ir.uitm.edu.my/id/eprint/17248

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