The relationship between service quality and customer loyalty at Automobile Association of Malaysia, Seremban / Norsuhana Ahmad Fuad

The purpose of this study is to obtain a better understanding and to get an outcome about the relationship betwcen service quality and the customer loyalty. The present research was conducted in an Automobile Association of Malaysia, Seremban (AAM) in 2014. In this research, the service quality stan...

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Main Author:	Ahmad Fuad, Norsuhana
Format:	Thesis
Language:	English
Published:	2014
Subjects:	Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/69817/1/69817.pdf
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id	my-uitm-ir.69817
record_format	uketd_dc
spelling	my-uitm-ir.698172022-11-07T04:11:52Z The relationship between service quality and customer loyalty at Automobile Association of Malaysia, Seremban / Norsuhana Ahmad Fuad 2014-03 Ahmad Fuad, Norsuhana Consumer satisfaction Customer services. Customer relations The purpose of this study is to obtain a better understanding and to get an outcome about the relationship betwcen service quality and the customer loyalty. The present research was conducted in an Automobile Association of Malaysia, Seremban (AAM) in 2014. In this research, the service quality standard model has been used for evaluation of service quality, Gremler and Brown (1996) model with some revision was used for evaluating the loyalty. The focus of this research is an Automobile Association of Malaysia branch at Seremban and 169 customers of this service provider were sampled. The results of this research show that in all aspects, customers expectation, either they are loyal or not towards this AAM, Seremban service provider and in fact on how the quality of offered services is. The collected data then analyzed using the SPSS 21. The results of the study revealed that service quality was positively correlated with customer loyalty and both of the factors are significant. Some recommendations for future research are also made. 2014-03 Thesis https://ir.uitm.edu.my/id/eprint/69817/ https://ir.uitm.edu.my/id/eprint/69817/1/69817.pdf text en public degree Universiti Teknologi MARA, Kelantan Faculty of Business and Management Muhammad, Norrini
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Muhammad, Norrini
topic	Consumer satisfaction Consumer satisfaction
spellingShingle	Consumer satisfaction Consumer satisfaction Ahmad Fuad, Norsuhana The relationship between service quality and customer loyalty at Automobile Association of Malaysia, Seremban / Norsuhana Ahmad Fuad
description	The purpose of this study is to obtain a better understanding and to get an outcome about the relationship betwcen service quality and the customer loyalty. The present research was conducted in an Automobile Association of Malaysia, Seremban (AAM) in 2014. In this research, the service quality standard model has been used for evaluation of service quality, Gremler and Brown (1996) model with some revision was used for evaluating the loyalty. The focus of this research is an Automobile Association of Malaysia branch at Seremban and 169 customers of this service provider were sampled. The results of this research show that in all aspects, customers expectation, either they are loyal or not towards this AAM, Seremban service provider and in fact on how the quality of offered services is. The collected data then analyzed using the SPSS 21. The results of the study revealed that service quality was positively correlated with customer loyalty and both of the factors are significant. Some recommendations for future research are also made.
format	Thesis
qualification_level	Bachelor degree
author	Ahmad Fuad, Norsuhana
author_facet	Ahmad Fuad, Norsuhana
author_sort	Ahmad Fuad, Norsuhana
title	The relationship between service quality and customer loyalty at Automobile Association of Malaysia, Seremban / Norsuhana Ahmad Fuad
title_short	The relationship between service quality and customer loyalty at Automobile Association of Malaysia, Seremban / Norsuhana Ahmad Fuad
title_full	The relationship between service quality and customer loyalty at Automobile Association of Malaysia, Seremban / Norsuhana Ahmad Fuad
title_fullStr	The relationship between service quality and customer loyalty at Automobile Association of Malaysia, Seremban / Norsuhana Ahmad Fuad
title_full_unstemmed	The relationship between service quality and customer loyalty at Automobile Association of Malaysia, Seremban / Norsuhana Ahmad Fuad
title_sort	relationship between service quality and customer loyalty at automobile association of malaysia, seremban / norsuhana ahmad fuad
granting_institution	Universiti Teknologi MARA, Kelantan
granting_department	Faculty of Business and Management
publishDate	2014
url	https://ir.uitm.edu.my/id/eprint/69817/1/69817.pdf
_version_	1783735909053628416

The relationship between service quality and customer loyalty at Automobile Association of Malaysia, Seremban / Norsuhana Ahmad Fuad

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