The factors influencing customer loyalty toward umrah travel agency / Nur Afifah Mohd Saad

Keeping loyal customer and ensuring repeat visits became important to an organization to maintain in such industry. The previous study has shown that many of the researchers have developed an empirical study about the factor influencing customer loyalty in many industries include airlines, telecommu...

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Main Author:	Nazrin, Nur Fatin Syahira
Format:	Thesis
Language:	English
Published:	2017
Subjects:	Consumer behavior Consumers' preferences Consumer research Including consumer profiling
Online Access:	https://ir.uitm.edu.my/id/eprint/105811/2/105811.pdf
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id	my-uitm-ir.105811
record_format	uketd_dc
spelling	my-uitm-ir.1058112024-12-01T06:49:45Z The factors influencing customer loyalty toward umrah travel agency / Nur Afifah Mohd Saad 2017 Nazrin, Nur Fatin Syahira Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Keeping loyal customer and ensuring repeat visits became important to an organization to maintain in such industry. The previous study has shown that many of the researchers have developed an empirical study about the factor influencing customer loyalty in many industries include airlines, telecommunication, banking and hotel industries. However, there is less study about the customer loyalty on the field of Umrah travel agency. Therefore, the purpose of this study is to identify factors influencing customer loyalty toward Umrah travel agency in terms of customer satisfaction, service quality, price, commitment, and trust. This research presents primary data collected by self-administered questionnaire involving a sample of 100 respondents from the area of Negeri Sembilan only. The data obtained was analyzed by using descriptive analysis, realiability test which is Cronbach's Alpha, correlation test using Pearson Correlation Analysis and regression analysis using Multiple Linear Regression technique. This study reveals that trust is the only factor influencing customer loyalty toward Umrah travel agency while the other factors did not influencing them to be loyal towards Umrah travel agency. Therefore, for future research, this study recommends to the researcher to look at the different factor that might influence customer loyalty toward Umrah travel agency 2017 Thesis https://ir.uitm.edu.my/id/eprint/105811/ https://ir.uitm.edu.my/id/eprint/105811/2/105811.pdf text en public degree Universiti Teknologi MARA, Johor Faculty of Business and Management A. Latif, Ruziah
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	A. Latif, Ruziah
topic	Consumer behavior Consumers' preferences Consumer research Including consumer profiling
spellingShingle	Consumer behavior Consumers' preferences Consumer research Including consumer profiling Nazrin, Nur Fatin Syahira The factors influencing customer loyalty toward umrah travel agency / Nur Afifah Mohd Saad
description	Keeping loyal customer and ensuring repeat visits became important to an organization to maintain in such industry. The previous study has shown that many of the researchers have developed an empirical study about the factor influencing customer loyalty in many industries include airlines, telecommunication, banking and hotel industries. However, there is less study about the customer loyalty on the field of Umrah travel agency. Therefore, the purpose of this study is to identify factors influencing customer loyalty toward Umrah travel agency in terms of customer satisfaction, service quality, price, commitment, and trust. This research presents primary data collected by self-administered questionnaire involving a sample of 100 respondents from the area of Negeri Sembilan only. The data obtained was analyzed by using descriptive analysis, realiability test which is Cronbach's Alpha, correlation test using Pearson Correlation Analysis and regression analysis using Multiple Linear Regression technique. This study reveals that trust is the only factor influencing customer loyalty toward Umrah travel agency while the other factors did not influencing them to be loyal towards Umrah travel agency. Therefore, for future research, this study recommends to the researcher to look at the different factor that might influence customer loyalty toward Umrah travel agency
format	Thesis
qualification_level	Bachelor degree
author	Nazrin, Nur Fatin Syahira
author_facet	Nazrin, Nur Fatin Syahira
author_sort	Nazrin, Nur Fatin Syahira
title	The factors influencing customer loyalty toward umrah travel agency / Nur Afifah Mohd Saad
title_short	The factors influencing customer loyalty toward umrah travel agency / Nur Afifah Mohd Saad
title_full	The factors influencing customer loyalty toward umrah travel agency / Nur Afifah Mohd Saad
title_fullStr	The factors influencing customer loyalty toward umrah travel agency / Nur Afifah Mohd Saad
title_full_unstemmed	The factors influencing customer loyalty toward umrah travel agency / Nur Afifah Mohd Saad
title_sort	factors influencing customer loyalty toward umrah travel agency / nur afifah mohd saad
granting_institution	Universiti Teknologi MARA, Johor
granting_department	Faculty of Business and Management
publishDate	2017
url	https://ir.uitm.edu.my/id/eprint/105811/2/105811.pdf
_version_	1818588155377352704

The factors influencing customer loyalty toward umrah travel agency / Nur Afifah Mohd Saad

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