A study on contribution of service quality, price, corporate image and customers' satisfaction towards customer loyalty case study of Telekom Malaysia Kota Bharu region / Hasbullah Zakaria

The rapid changing and development in world business, forced organization that are in the telecommunication industry to look for something new and different if they want to be the best. They have to be different in their marketing activities and concern more about the social and current issues. The...

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Main Author:	Zakaria, Hasbullah
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2008
Subjects:	Consumer satisfaction Customer services. Customer relations
Online Access:	http://ir.uitm.edu.my/id/eprint/27224/ http://ir.uitm.edu.my/id/eprint/27224/1/PPb_HASBULLAH%20ZAKARIA%20BM%2008_5.pdf

id	uitm-27224
recordtype	eprints
spelling	uitm-272242020-01-13T08:58:32Z http://ir.uitm.edu.my/id/eprint/27224/ A study on contribution of service quality, price, corporate image and customers' satisfaction towards customer loyalty case study of Telekom Malaysia Kota Bharu region / Hasbullah Zakaria Zakaria, Hasbullah Consumer satisfaction Customer services. Customer relations The rapid changing and development in world business, forced organization that are in the telecommunication industry to look for something new and different if they want to be the best. They have to be different in their marketing activities and concern more about the social and current issues. The title of this study is “A study on contribution of Service Quality, Price, Corporate Image and Customers’ Satisfaction towards Loyalty of TM’ customers (Kota Bharu Region)”. Since equal access is being allowed, TM especially in Kota Bharu are facing few problems in maintaining its customer loyalty and at the same time to attract the new customers towards its telephony services. Base on observations and interview, the researcher was chose four independents variable such as service quality, price, corporate image and customer satisfaction. The data are collected through questionnaires that are distributed to the customers of Telekom Malaysia Kota Bharu Region (TMKBR). The population of customers at TMKBR is 90,000 but only 200 sample sizes are used, because of few constraints such as time and money. The result of the research revealed that most of the respondents are really happy with the services provided by TMKBR. Most of the variables measured in this study received a neutral rating. In other hand TM should upgrade its services from good to excellence in order to maintain the existing customers and tackle a new customers. It is also to prevent from switching to the competitors. As a recommendation, the company should improve the performance and maintain its customers loyalty towards the services provided. At the same time hopefully the company will able to retain and gain more customers. At the end of the paper, few recommendations are made in order for the company to improve its performance and maintain its customer loyalty towards the services provided. Faculty of Business and Management 2008 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/27224/1/PPb_HASBULLAH%20ZAKARIA%20BM%2008_5.pdf Zakaria, Hasbullah (2008) A study on contribution of service quality, price, corporate image and customers' satisfaction towards customer loyalty case study of Telekom Malaysia Kota Bharu region / Hasbullah Zakaria. [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 Customer services. Customer relations
spellingShingle	Consumer satisfaction Customer services. Customer relations Zakaria, Hasbullah A study on contribution of service quality, price, corporate image and customers' satisfaction towards customer loyalty case study of Telekom Malaysia Kota Bharu region / Hasbullah Zakaria
description	The rapid changing and development in world business, forced organization that are in the telecommunication industry to look for something new and different if they want to be the best. They have to be different in their marketing activities and concern more about the social and current issues. The title of this study is “A study on contribution of Service Quality, Price, Corporate Image and Customers’ Satisfaction towards Loyalty of TM’ customers (Kota Bharu Region)”. Since equal access is being allowed, TM especially in Kota Bharu are facing few problems in maintaining its customer loyalty and at the same time to attract the new customers towards its telephony services. Base on observations and interview, the researcher was chose four independents variable such as service quality, price, corporate image and customer satisfaction. The data are collected through questionnaires that are distributed to the customers of Telekom Malaysia Kota Bharu Region (TMKBR). The population of customers at TMKBR is 90,000 but only 200 sample sizes are used, because of few constraints such as time and money. The result of the research revealed that most of the respondents are really happy with the services provided by TMKBR. Most of the variables measured in this study received a neutral rating. In other hand TM should upgrade its services from good to excellence in order to maintain the existing customers and tackle a new customers. It is also to prevent from switching to the competitors. As a recommendation, the company should improve the performance and maintain its customers loyalty towards the services provided. At the same time hopefully the company will able to retain and gain more customers. At the end of the paper, few recommendations are made in order for the company to improve its performance and maintain its customer loyalty towards the services provided.
format	Student Project
author	Zakaria, Hasbullah
author_facet	Zakaria, Hasbullah
author_sort	Zakaria, Hasbullah
title	A study on contribution of service quality, price, corporate image and customers' satisfaction towards customer loyalty case study of Telekom Malaysia Kota Bharu region / Hasbullah Zakaria
title_short	A study on contribution of service quality, price, corporate image and customers' satisfaction towards customer loyalty case study of Telekom Malaysia Kota Bharu region / Hasbullah Zakaria
title_full	A study on contribution of service quality, price, corporate image and customers' satisfaction towards customer loyalty case study of Telekom Malaysia Kota Bharu region / Hasbullah Zakaria
title_fullStr	A study on contribution of service quality, price, corporate image and customers' satisfaction towards customer loyalty case study of Telekom Malaysia Kota Bharu region / Hasbullah Zakaria
title_full_unstemmed	A study on contribution of service quality, price, corporate image and customers' satisfaction towards customer loyalty case study of Telekom Malaysia Kota Bharu region / Hasbullah Zakaria
title_sort	study on contribution of service quality, price, corporate image and customers' satisfaction towards customer loyalty case study of telekom malaysia kota bharu region / hasbullah zakaria
publisher	Faculty of Business and Management
publishDate	2008
url	http://ir.uitm.edu.my/id/eprint/27224/ http://ir.uitm.edu.my/id/eprint/27224/1/PPb_HASBULLAH%20ZAKARIA%20BM%2008_5.pdf
first_indexed	2023-09-18T23:18:02Z
last_indexed	2023-09-18T23:18:02Z
_version_	1777419244296732672

A study on contribution of service quality, price, corporate image and customers' satisfaction towards customer loyalty case study of Telekom Malaysia Kota Bharu region / Hasbullah Zakaria

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