Factors that contribute to customer loyalty towards Telekom Malaysia Kuantan / Nurul Huda Hj Ismail

Hj Ismail, Nurul Huda (2013) Factors that contribute to customer loyalty towards Telekom Malaysia Kuantan / Nurul Huda Hj Ismail. Degree thesis, Universiti Teknologi MARA, Kelantan.

Abstract

In this study, the problem is to examine the factors that contribute to customer loyalty towards Telekom Malaysia Kuantan. The factors which focuses trust, brand image, service quality and customer satisfaction. Based on the questionnaire that being distribute to the customer at Kuantan area, this study was done to identify the relationship between that four factors and customer loyalty. The findings shows that trust, service quality and customer satisfaction are significant to customer loyalty towards Telekom Malaysia Kuantan

Metadata

Item Type: Thesis (Degree)
Creators:
CreatorsEmail / ID. Num
Hj Ismail, Nurul Huda2010460406
Contributors:
ContributionNameID Num. / Email
Thesis advisorHassan, Hajjah YasminUNSPECIFIED
Thesis advisorAbdullah, MaznahUNSPECIFIED
Subjects: H Social Sciences > HE Transportation and Communications > Telecommunication industry. Telegraph
H Social Sciences > HE Transportation and Communications > Telephone industry
H Social Sciences > HF Commerce > Marketing
H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Kelantan > Kota Bharu Campus > Faculty of Business and Management
Programme: Bachelor of business Administration (Marketing)
Item ID: 37852
Uncontrolled Keywords: Telekom Malaysia, customer loyalty, trust, brand image, service quality, customer satisfaction
URI: http://ir.uitm.edu.my/id/eprint/37852

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