The relationship between customer satisfaction, brand image and customer loyalty from the perspective of proton’s customers

The objective of this study was determine the relationship between the customer satisfaction (perceived product quality, perceived service quality and perceived price fairness) and customer loyalty in order to identify whether perceived product quality, perceived service quality and perceived price...

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Main Author:	Yeoh, Hooi Chin
Format:	Thesis
Language:	English
Published:	2010
Subjects:	HF Commerce
Online Access:	http://eprints.utm.my/id/eprint/32973/5/YeohHooiChinMFPPSM2010.pdf
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id	my-utm-ep.32973
record_format	uketd_dc
spelling	my-utm-ep.329732017-09-26T06:59:56Z The relationship between customer satisfaction, brand image and customer loyalty from the perspective of proton’s customers 2010-04 Yeoh, Hooi Chin HF Commerce The objective of this study was determine the relationship between the customer satisfaction (perceived product quality, perceived service quality and perceived price fairness) and customer loyalty in order to identify whether perceived product quality, perceived service quality and perceived price fairness have any significance effect on the loyalty of customer. In addition, the moderating effect of brand image on the relationship of customer satisfaction and customer loyalty also had been investigate to see if there were any significance effect on the relationship to different level of brand image. Questionnaire was the main instrument for this study. The data obtained were analyzed using multiple regression and hierarchical multiple regression analysis. The findings from this study showed that only the perceived product quality and perceived price fairness have significance effect on effect on the loyalty of customer. In the other words, customers will continue loyal or retain to Proton if they satisfy with the price and quality of automobile. This study also revealed that the brand image is serves as a moderator in affecting the relationship between customer satisfaction and loyalty. 2010-04 Thesis http://eprints.utm.my/id/eprint/32973/ http://eprints.utm.my/id/eprint/32973/5/YeohHooiChinMFPPSM2010.pdf application/pdf en public masters Universiti Teknologi Malaysia, Faculty of Management and Human Resources Development Faculty of Management and Human Resources Development
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HF Commerce
spellingShingle	HF Commerce Yeoh, Hooi Chin The relationship between customer satisfaction, brand image and customer loyalty from the perspective of proton’s customers
description	The objective of this study was determine the relationship between the customer satisfaction (perceived product quality, perceived service quality and perceived price fairness) and customer loyalty in order to identify whether perceived product quality, perceived service quality and perceived price fairness have any significance effect on the loyalty of customer. In addition, the moderating effect of brand image on the relationship of customer satisfaction and customer loyalty also had been investigate to see if there were any significance effect on the relationship to different level of brand image. Questionnaire was the main instrument for this study. The data obtained were analyzed using multiple regression and hierarchical multiple regression analysis. The findings from this study showed that only the perceived product quality and perceived price fairness have significance effect on effect on the loyalty of customer. In the other words, customers will continue loyal or retain to Proton if they satisfy with the price and quality of automobile. This study also revealed that the brand image is serves as a moderator in affecting the relationship between customer satisfaction and loyalty.
format	Thesis
qualification_level	Master's degree
author	Yeoh, Hooi Chin
author_facet	Yeoh, Hooi Chin
author_sort	Yeoh, Hooi Chin
title	The relationship between customer satisfaction, brand image and customer loyalty from the perspective of proton’s customers
title_short	The relationship between customer satisfaction, brand image and customer loyalty from the perspective of proton’s customers
title_full	The relationship between customer satisfaction, brand image and customer loyalty from the perspective of proton’s customers
title_fullStr	The relationship between customer satisfaction, brand image and customer loyalty from the perspective of proton’s customers
title_full_unstemmed	The relationship between customer satisfaction, brand image and customer loyalty from the perspective of proton’s customers
title_sort	relationship between customer satisfaction, brand image and customer loyalty from the perspective of proton’s customers
granting_institution	Universiti Teknologi Malaysia, Faculty of Management and Human Resources Development
granting_department	Faculty of Management and Human Resources Development
publishDate	2010
url	http://eprints.utm.my/id/eprint/32973/5/YeohHooiChinMFPPSM2010.pdf
_version_	1747816070838747136

The relationship between customer satisfaction, brand image and customer loyalty from the perspective of proton’s customers

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