A study on the factors contributing to customer loyalty towards mobile operators / Noratikah Kardi

Customer loyalty is an important goal to all organization, whether in small organization or in large organization. Thus, to maintain relationship between customer and seller are very hard, that's why customer loyalty is being core element for all people in do business. The purpose of this study is to determine the contributing factors to customer loyalty towards mobile operator in Malaysia. This study focus on four element of contributing to customer loyalty which is service quality, price perceptions, satisfaction and brand image, all the factors are main element to mobile operator can achieve more customer loyalty. The issue in this research is, nowadays to many unsatisfied customer towards mobile operator that's why we want to analyse what are the reason people not satisfied towards mobile operator. For this study was employ quantitative of simple random sampling, I chosen strategy for this study this is because it be more easily survey and data has been collected by questionnaire are more accurate. The questionnaire was print out and will been distributed randomly to people who are using mobile phone. Based on the observation we can get more respondent than we want from this research, because many people using mobile phone. The questionnaire has been closed when we reached to one hundred fifty (150) respondents as it was the sample size of this research. The survey questionnaires that has been develop based on a through past research and details analysis of the relevant literature and also we using secondary sources such as journal and sources. For the results of the survey will be analysed using both descriptive and inferential statistics. SPSS software is used for get all the data such as main variable, hypothesis testing, correlation analysis, multiple regression and others.