Factors affecting customer’s loyalty: from the perspective of online customer in Jemari Seni Sdn Bhd. / Fatin Farhanah Tengah

Nowadays, the increasing level of customer loyalty has becomes the critical factor to ensure that a company can sustain in the market. In order to increase customer loyalty, there are some factors that the company needs to focus on. This report is a study on the factors affecting customer loyalty to...

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Main Author:	Tengah, Fatin Farhanah
Format:	Thesis
Language:	English
Published:	2019
Subjects:	Customer services Customer relations
Online Access:	https://ir.uitm.edu.my/id/eprint/90136/1/90136.pdf
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id	my-uitm-ir.90136
record_format	uketd_dc
spelling	my-uitm-ir.901362024-02-21T04:31:27Z Factors affecting customer’s loyalty: from the perspective of online customer in Jemari Seni Sdn Bhd. / Fatin Farhanah Tengah 2019 Tengah, Fatin Farhanah Customer services. Customer relations Nowadays, the increasing level of customer loyalty has becomes the critical factor to ensure that a company can sustain in the market. In order to increase customer loyalty, there are some factors that the company needs to focus on. This report is a study on the factors affecting customer loyalty to Jemari Seni Sdn Bhd. However, the study has only focused on five (5) factors, which are customer satisfaction, trustworthiness, customer relationship management, perceived quality, and customer expectation. These factors are believed to affect customer loyalty to Jemari Seni Sdn Bhd. The result may have been a negative or positive relationship. In addition, the study has been done at Jemari Seni Sdn Bhd, a company located in Kajang, Selangor. The target respondents are online customers of Jemari Seni Sdn Bhd. For the purpose of this study, a questionnaire has been used as a method of collecting data and information. Therefore, a total of 169 respondents have been selected as the sampling for this study. In this study, the researcher has analysed the data and information given in order to identify the factors that contribute to the findings. The results show that there is a positive relationship between the dependent variable and independent variables, which are are customer satisfaction and customer expectation. The results indicate that there is a relationship between customer satisfaction and customer loyalty to Jemari Seni Sdn Bhd. Besides, there is also a positive relationship between customer expectation and customer loyalty to Jemari Seni Sdn Bhd. However, the result shows that there is no relationship between other three (3) independent variables, which are trustworthiness, customer relationship management, and perceived quality with customer loyalty. By undertaking this study, it can help Jemari Seni Sdn Bhd to improve its services and products offered. Moreover, this study can also increase awareness to this company about the factors that can influence its customer loyalty, hence, becomes one of the top publication companies in Malaysia. 2019 Thesis https://ir.uitm.edu.my/id/eprint/90136/ https://ir.uitm.edu.my/id/eprint/90136/1/90136.pdf text en public masters Universiti Teknologi MARA, Terengganu Faculty Of Business Management Zakaria, Zainuddin
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Zakaria, Zainuddin
topic	Customer services Customer relations
spellingShingle	Customer services Customer relations Tengah, Fatin Farhanah Factors affecting customer’s loyalty: from the perspective of online customer in Jemari Seni Sdn Bhd. / Fatin Farhanah Tengah
description	Nowadays, the increasing level of customer loyalty has becomes the critical factor to ensure that a company can sustain in the market. In order to increase customer loyalty, there are some factors that the company needs to focus on. This report is a study on the factors affecting customer loyalty to Jemari Seni Sdn Bhd. However, the study has only focused on five (5) factors, which are customer satisfaction, trustworthiness, customer relationship management, perceived quality, and customer expectation. These factors are believed to affect customer loyalty to Jemari Seni Sdn Bhd. The result may have been a negative or positive relationship. In addition, the study has been done at Jemari Seni Sdn Bhd, a company located in Kajang, Selangor. The target respondents are online customers of Jemari Seni Sdn Bhd. For the purpose of this study, a questionnaire has been used as a method of collecting data and information. Therefore, a total of 169 respondents have been selected as the sampling for this study. In this study, the researcher has analysed the data and information given in order to identify the factors that contribute to the findings. The results show that there is a positive relationship between the dependent variable and independent variables, which are are customer satisfaction and customer expectation. The results indicate that there is a relationship between customer satisfaction and customer loyalty to Jemari Seni Sdn Bhd. Besides, there is also a positive relationship between customer expectation and customer loyalty to Jemari Seni Sdn Bhd. However, the result shows that there is no relationship between other three (3) independent variables, which are trustworthiness, customer relationship management, and perceived quality with customer loyalty. By undertaking this study, it can help Jemari Seni Sdn Bhd to improve its services and products offered. Moreover, this study can also increase awareness to this company about the factors that can influence its customer loyalty, hence, becomes one of the top publication companies in Malaysia.
format	Thesis
qualification_level	Master's degree
author	Tengah, Fatin Farhanah
author_facet	Tengah, Fatin Farhanah
author_sort	Tengah, Fatin Farhanah
title	Factors affecting customer’s loyalty: from the perspective of online customer in Jemari Seni Sdn Bhd. / Fatin Farhanah Tengah
title_short	Factors affecting customer’s loyalty: from the perspective of online customer in Jemari Seni Sdn Bhd. / Fatin Farhanah Tengah
title_full	Factors affecting customer’s loyalty: from the perspective of online customer in Jemari Seni Sdn Bhd. / Fatin Farhanah Tengah
title_fullStr	Factors affecting customer’s loyalty: from the perspective of online customer in Jemari Seni Sdn Bhd. / Fatin Farhanah Tengah
title_full_unstemmed	Factors affecting customer’s loyalty: from the perspective of online customer in Jemari Seni Sdn Bhd. / Fatin Farhanah Tengah
title_sort	factors affecting customer’s loyalty: from the perspective of online customer in jemari seni sdn bhd. / fatin farhanah tengah
granting_institution	Universiti Teknologi MARA, Terengganu
granting_department	Faculty Of Business Management
publishDate	2019
url	https://ir.uitm.edu.my/id/eprint/90136/1/90136.pdf
_version_	1794192231689617408

Factors affecting customer’s loyalty: from the perspective of online customer in Jemari Seni Sdn Bhd. / Fatin Farhanah Tengah

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