Relationship between service quality and customer loyalty at Bangi Wonderland Water Theme Park / Wan Ahmad Faiz Wan Mohamad

Wan Mohamad, Wan Ahmad Faiz (2017) Relationship between service quality and customer loyalty at Bangi Wonderland Water Theme Park / Wan Ahmad Faiz Wan Mohamad. [Student Project] (Unpublished)

Abstract

Customer loyalty was influenced by the perceived quality and affected to the loyalty. This study was aimed to determine the relationship between service quality and customer loyalty. The survey using questionnaires approach to 334 of customers at Bangi Wonderland Water Theme Park. The respondents were chosen using convenience sampling. For the purpose of this study, the questionnaire was adopted and adapted from Parasuraman (1988) for service quality and Han, Kwortnik and Wang (2008) for customer loyalty. The statistical analysis that the researcher used is Pearson correlation. The current study has indicated that, there is a significant relationship between service quality and customers' loyalty (r=.548**. n=334, p<0.05) The results obtained in this study depict, there is a significant relationship between service quality of service provided and customers' loyalty. This finding will help the facility manager to manage all of service quality dimension in order to attract customer to come to the centre.

Metadata

Item Type: Student Project
Creators:
Creators
Email / ID Num.
Wan Mohamad, Wan Ahmad Faiz
UNSPECIFIED
Contributors:
Contribution
Name
Email / ID Num.
Thesis advisor
Shafie, Mohd Shariman
UNSPECIFIED
Subjects: G Geography. Anthropology. Recreation > GV Recreation. Leisure > Recreational areas and facilities. Recreation centers
H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Negeri Sembilan > Seremban Campus > Faculty of Sport Science and Recreation
Programme: Bachelor of Sport Management (Hons)
Keywords: Relationship, service quality, customer loyalty, Bangi Wonderland Water Theme Park
Date: 2017
URI: https://ir.uitm.edu.my/id/eprint/49235
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