A study on relationship between service quality and customer loyalty: A case study of Melaka International Trade Centre (MITC) / Farhana Yusoff

There are so many competitors in the industry especially from the service industry. In this regard, MITC has a crucial and challenging task in monitoring as well as measuring customer satisfaction and loyalty towards its service quality. Therefore, the objectives of this study are to ascertain the c...

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Main Author:	Yusoff, Farhana
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2007
Subjects:	Consumer satisfaction
Online Access:	http://ir.uitm.edu.my/id/eprint/19032/ http://ir.uitm.edu.my/id/eprint/19032/1/PPb_FARHANA%20YUSOFF%20BM%2007_5.pdf

id	uitm-19032
recordtype	eprints
spelling	uitm-190322018-02-05T08:48:04Z http://ir.uitm.edu.my/id/eprint/19032/ A study on relationship between service quality and customer loyalty: A case study of Melaka International Trade Centre (MITC) / Farhana Yusoff Yusoff, Farhana Consumer satisfaction There are so many competitors in the industry especially from the service industry. In this regard, MITC has a crucial and challenging task in monitoring as well as measuring customer satisfaction and loyalty towards its service quality. Therefore, the objectives of this study are to ascertain the customers' level of perception and loyalty towards MITC service quality and to determine the relationship between the two variables. The researcher has used service quality to measure the customers' perception towards MITC's service performance. There are five dimensions under service quality included tangible, reliability, responsiveness, assurance, and empathy. Beside that, to measure the loyalty, the researcher focuses on repurchase intention and recommending to others. Furthermore, the populations for this research are the customers of MITC which totaled 384. The target population is customers that have used MITC's service in Melaka from Jan 2003- Dec 2006. The sample size of this study is 50 respondents. The study involves a descriptive research in order to describe the characteristics of variables chosen. Moreover, the probability sampling has been chosen by the research to conduct this study. The statistical techniques that were used to analyze the data are reliability test, frequency distribution, and Pearson correlation coefficient. From the findings, it can be concluded that MITC's performance is good and most of their customers are satisfied, happy and loyal towards MITC's service quality. Therefore, it is clearly seen that service quality has a direct relationship with loyalty. Faculty of Business and Management 2007 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/19032/1/PPb_FARHANA%20YUSOFF%20BM%2007_5.pdf Yusoff, Farhana (2007) A study on relationship between service quality and customer loyalty: A case study of Melaka International Trade Centre (MITC) / Farhana Yusoff. [Student Project] (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Consumer satisfaction
spellingShingle	Consumer satisfaction Yusoff, Farhana A study on relationship between service quality and customer loyalty: A case study of Melaka International Trade Centre (MITC) / Farhana Yusoff
description	There are so many competitors in the industry especially from the service industry. In this regard, MITC has a crucial and challenging task in monitoring as well as measuring customer satisfaction and loyalty towards its service quality. Therefore, the objectives of this study are to ascertain the customers' level of perception and loyalty towards MITC service quality and to determine the relationship between the two variables. The researcher has used service quality to measure the customers' perception towards MITC's service performance. There are five dimensions under service quality included tangible, reliability, responsiveness, assurance, and empathy. Beside that, to measure the loyalty, the researcher focuses on repurchase intention and recommending to others. Furthermore, the populations for this research are the customers of MITC which totaled 384. The target population is customers that have used MITC's service in Melaka from Jan 2003- Dec 2006. The sample size of this study is 50 respondents. The study involves a descriptive research in order to describe the characteristics of variables chosen. Moreover, the probability sampling has been chosen by the research to conduct this study. The statistical techniques that were used to analyze the data are reliability test, frequency distribution, and Pearson correlation coefficient. From the findings, it can be concluded that MITC's performance is good and most of their customers are satisfied, happy and loyal towards MITC's service quality. Therefore, it is clearly seen that service quality has a direct relationship with loyalty.
format	Student Project
author	Yusoff, Farhana
author_facet	Yusoff, Farhana
author_sort	Yusoff, Farhana
title	A study on relationship between service quality and customer loyalty: A case study of Melaka International Trade Centre (MITC) / Farhana Yusoff
title_short	A study on relationship between service quality and customer loyalty: A case study of Melaka International Trade Centre (MITC) / Farhana Yusoff
title_full	A study on relationship between service quality and customer loyalty: A case study of Melaka International Trade Centre (MITC) / Farhana Yusoff
title_fullStr	A study on relationship between service quality and customer loyalty: A case study of Melaka International Trade Centre (MITC) / Farhana Yusoff
title_full_unstemmed	A study on relationship between service quality and customer loyalty: A case study of Melaka International Trade Centre (MITC) / Farhana Yusoff
title_sort	study on relationship between service quality and customer loyalty: a case study of melaka international trade centre (mitc) / farhana yusoff
publisher	Faculty of Business and Management
publishDate	2007
url	http://ir.uitm.edu.my/id/eprint/19032/ http://ir.uitm.edu.my/id/eprint/19032/1/PPb_FARHANA%20YUSOFF%20BM%2007_5.pdf
first_indexed	2023-09-18T23:01:42Z
last_indexed	2023-09-18T23:01:42Z
_version_	1777418215942520832

A study on relationship between service quality and customer loyalty: A case study of Melaka International Trade Centre (MITC) / Farhana Yusoff

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