A Study of Factors Influencing Customer Loyalty on Keretapi Tanah Melayu Intercity Services

A Study of Factors Influencing Customer Loyalty on Keretapi Tanah Melayu Intercity Services

The cost of selling to new customers is much higher than the cost of selling to existing customers. Therefore, it is important for the company to foster customer loyalty. This research is about a study on relationship between factors influencing customer loyalty on KTM Intercity Services. Factors su...

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Main Author: Irfah Nazuha, Ayob
Format: Thesis
Language:eng
Published: 2009
Subjects:
HF5001-6182 Business
Online Access:https://etd.uum.edu.my/3635/1/s800488.pdf
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record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
advisor Mokhtar, Sany Sanuri
topic HF5001-6182 Business
spellingShingle HF5001-6182 Business
Irfah Nazuha, Ayob
A Study of Factors Influencing Customer Loyalty on Keretapi Tanah Melayu Intercity Services
description The cost of selling to new customers is much higher than the cost of selling to existing customers. Therefore, it is important for the company to foster customer loyalty. This research is about a study on relationship between factors influencing customer loyalty on KTM Intercity Services. Factors such as corporate image, service quality, customer trust and customer switching cost have been identified in order to investigate whether or not these factors have significant relationship with customer loyalty. The survey is conducted at Arau, Alor Setar , and Sungai Petani Station. The sample size for this study is 250 customers who are also have experience in using KTM Intercity Services. Data obtained using two methods that are primary and secondary data. Respondents are required to answer the questionnaires that include the statements regarding factors influencing customer loyalty on KTM Intercity Services. The data were analyzed and summarized in a readable and easily interpretable form. The Statistical Package for the Social Science (SPSS) version 12.0 has been used to summarize the data. The results are in the form of reliability testing, frequency, cross tabulation and correlation. Based on this research, the result indicates that there are significant relationships between all the factors toward customer loyalty. Based on the mean and standard deviation for each factor, the first rank that gives the highest significant level according to their importance in influencing customer loyalty on KTM Intercity Services is customer trust. It is followed by the second rank is service quality, the third rank is corporate image, and the fourth rank is switching cost.
format Thesis
qualification_name masters
qualification_level Master's degree
author Irfah Nazuha, Ayob
author_facet Irfah Nazuha, Ayob
author_sort Irfah Nazuha, Ayob
title A Study of Factors Influencing Customer Loyalty on Keretapi Tanah Melayu Intercity Services
title_short A Study of Factors Influencing Customer Loyalty on Keretapi Tanah Melayu Intercity Services
title_full A Study of Factors Influencing Customer Loyalty on Keretapi Tanah Melayu Intercity Services
title_fullStr A Study of Factors Influencing Customer Loyalty on Keretapi Tanah Melayu Intercity Services
title_full_unstemmed A Study of Factors Influencing Customer Loyalty on Keretapi Tanah Melayu Intercity Services
title_sort study of factors influencing customer loyalty on keretapi tanah melayu intercity services
granting_institution Universiti Utara Malaysia
granting_department College of Business (COB)
publishDate 2009
url https://etd.uum.edu.my/3635/1/s800488.pdf
_version_ 1747827616483639296
spelling my-uum-etd.36352013-11-11T03:42:09Z A Study of Factors Influencing Customer Loyalty on Keretapi Tanah Melayu Intercity Services 2009 Irfah Nazuha, Ayob Mokhtar, Sany Sanuri College of Business (COB) College of Business HF5001-6182 Business The cost of selling to new customers is much higher than the cost of selling to existing customers. Therefore, it is important for the company to foster customer loyalty. This research is about a study on relationship between factors influencing customer loyalty on KTM Intercity Services. Factors such as corporate image, service quality, customer trust and customer switching cost have been identified in order to investigate whether or not these factors have significant relationship with customer loyalty. The survey is conducted at Arau, Alor Setar , and Sungai Petani Station. The sample size for this study is 250 customers who are also have experience in using KTM Intercity Services. Data obtained using two methods that are primary and secondary data. Respondents are required to answer the questionnaires that include the statements regarding factors influencing customer loyalty on KTM Intercity Services. The data were analyzed and summarized in a readable and easily interpretable form. The Statistical Package for the Social Science (SPSS) version 12.0 has been used to summarize the data. The results are in the form of reliability testing, frequency, cross tabulation and correlation. Based on this research, the result indicates that there are significant relationships between all the factors toward customer loyalty. Based on the mean and standard deviation for each factor, the first rank that gives the highest significant level according to their importance in influencing customer loyalty on KTM Intercity Services is customer trust. It is followed by the second rank is service quality, the third rank is corporate image, and the fourth rank is switching cost. 2009 Thesis https://etd.uum.edu.my/3635/ https://etd.uum.edu.my/3635/1/s800488.pdf text eng validuser http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000337040 masters masters Universiti Utara Malaysia Anderson, J.C., & Narus, J.A. (1990). A model of distributor firm and manufacturer firm working partnerships . Journal of Marketing, Vol. 54, pp. 42-58. Aydin, S., & Ozer, G. (2004). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, Vol.39 pp. 910-925. Keretapi Tanah Melayu Berhad Annual Report (2005) Baker, J. (1987). The Role of environment in marketing services: The consumer Perspective in Czepiel, J.A., Congram, C.A., Shanahan, J. (Eds), The services Challenge: Integrating for competitive advantage. 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