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

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 the...

Full description

Bibliographic Details
Main Author:	Mohammad, Nur Adena Izati
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2017
Online Access:	http://ir.uitm.edu.my/id/eprint/17269/ http://ir.uitm.edu.my/id/eprint/17269/1/PPb_NUR%20ADENA%20IZATI%20MOHAMMAD%20BM%2017_5.pdf

id	uitm-17269
recordtype	eprints
spelling	uitm-172692019-04-17T04:15:37Z http://ir.uitm.edu.my/id/eprint/17269/ Factors that contribute in customer loyalty at AIA Bhd. Headquarters, Kuala Lumpur / Nur Adena Izati Mohammad Mohammad, Nur Adena Izati 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. Faculty of Business and Management 2017 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/17269/1/PPb_NUR%20ADENA%20IZATI%20MOHAMMAD%20BM%2017_5.pdf Mohammad, Nur Adena Izati (2017) Factors that contribute in customer loyalty at AIA Bhd. Headquarters, Kuala Lumpur / Nur Adena Izati Mohammad. [Student Project] (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
description	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.
format	Student Project
author	Mohammad, Nur Adena Izati
spellingShingle	Mohammad, Nur Adena Izati Factors that contribute in customer loyalty at AIA Bhd. Headquarters, Kuala Lumpur / Nur Adena Izati Mohammad
author_facet	Mohammad, Nur Adena Izati
author_sort	Mohammad, Nur Adena Izati
title	Factors that contribute in customer loyalty at AIA Bhd. Headquarters, Kuala Lumpur / Nur Adena Izati Mohammad
title_short	Factors that contribute in customer loyalty at AIA Bhd. Headquarters, Kuala Lumpur / Nur Adena Izati Mohammad
title_full	Factors that contribute in customer loyalty at AIA Bhd. Headquarters, Kuala Lumpur / Nur Adena Izati Mohammad
title_fullStr	Factors that contribute in customer loyalty at AIA Bhd. Headquarters, Kuala Lumpur / Nur Adena Izati Mohammad
title_full_unstemmed	Factors that contribute in customer loyalty at AIA Bhd. Headquarters, Kuala Lumpur / Nur Adena Izati Mohammad
title_sort	factors that contribute in customer loyalty at aia bhd. headquarters, kuala lumpur / nur adena izati mohammad
publisher	Faculty of Business and Management
publishDate	2017
url	http://ir.uitm.edu.my/id/eprint/17269/ http://ir.uitm.edu.my/id/eprint/17269/1/PPb_NUR%20ADENA%20IZATI%20MOHAMMAD%20BM%2017_5.pdf
first_indexed	2023-09-18T22:57:56Z
last_indexed	2023-09-18T22:57:56Z
_version_	1777417978998947840

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

Similar Items