The study of encounter service quality among Malaysian' online retailers towards customer loyalty
This study aims to examine whether service quality influences customer loyalty. There are five variables used in this study which are efficiency, requirement fulfilment, recovery, privacy, and safety of delivery as independent variables while customer loyalty is a dependent variable. This study used...
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my-uum-etd.99592022-10-16T01:34:37Z The study of encounter service quality among Malaysian' online retailers towards customer loyalty 2021 Fatin Firzana, Muhammad Khairi Bohari, Abdul Manaf Mohamed Elias, Ezanee School of Business Management School of Business Management HF5415.33 Consumer Behavior. This study aims to examine whether service quality influences customer loyalty. There are five variables used in this study which are efficiency, requirement fulfilment, recovery, privacy, and safety of delivery as independent variables while customer loyalty is a dependent variable. This study used a quantitative approach with a cross sectional time horizon within two weeks. Due to safety reason during the pandemic of Covid-19, this study make use an online survey questionnaire as method to collect the data. A total of 44 items were used as instrument in the online survey questionnaire that was adopted from previous studies. The study has distributed 800 forms of online survey questionnaires in a Google form via social media tools such as WhatsApp, Facebook, and Telegram. Data were collected within two weeks and successfully to get 160 students as respondents from four public universities in the northern region of Malaysia. There are five hypotheses that have been constructed and analyzed in this study. From the data analysis, the study managed to achieve two hypotheses which are accepted. The results show that the factors of efficiency and privacy have a significant component that influenced the customer loyalty in online shopping. 2021 Thesis https://etd.uum.edu.my/9959/ https://etd.uum.edu.my/9959/1/depositpermission_s826842.pdf text eng staffonly https://etd.uum.edu.my/9959/2/s826842_01.pdf text eng public other masters Universiti Utara Malaysia |
| institution |
Universiti Utara Malaysia |
| collection |
UUM ETD |
| language |
eng eng |
| advisor |
Bohari, Abdul Manaf Mohamed Elias, Ezanee |
| topic |
HF5415.33 Consumer Behavior. |
| spellingShingle |
HF5415.33 Consumer Behavior. Fatin Firzana, Muhammad Khairi The study of encounter service quality among Malaysian' online retailers towards customer loyalty |
| description |
This study aims to examine whether service quality influences customer loyalty. There are five variables used in this study which are efficiency, requirement fulfilment, recovery, privacy, and safety of delivery as independent variables while customer loyalty is a dependent variable. This study used a quantitative approach with a cross sectional time horizon within two weeks. Due to safety reason during the pandemic of Covid-19, this study make use an online survey questionnaire as method to collect the data. A total of 44 items were used as instrument in the online survey questionnaire that was adopted from previous studies. The study has distributed 800 forms of online survey questionnaires in a Google form via social media tools such as WhatsApp, Facebook, and Telegram. Data were collected within two weeks and successfully to get 160 students as respondents from four public universities in the northern region of Malaysia. There are five hypotheses that have been constructed and analyzed in this study. From the data
analysis, the study managed to achieve two hypotheses which are accepted. The results show that the factors of efficiency and privacy have a significant component that influenced the customer loyalty in online shopping. |
| format |
Thesis |
| qualification_name |
other |
| qualification_level |
Master's degree |
| author |
Fatin Firzana, Muhammad Khairi |
| author_facet |
Fatin Firzana, Muhammad Khairi |
| author_sort |
Fatin Firzana, Muhammad Khairi |
| title |
The study of encounter service quality among Malaysian' online retailers towards customer loyalty |
| title_short |
The study of encounter service quality among Malaysian' online retailers towards customer loyalty |
| title_full |
The study of encounter service quality among Malaysian' online retailers towards customer loyalty |
| title_fullStr |
The study of encounter service quality among Malaysian' online retailers towards customer loyalty |
| title_full_unstemmed |
The study of encounter service quality among Malaysian' online retailers towards customer loyalty |
| title_sort |
study of encounter service quality among malaysian' online retailers towards customer loyalty |
| granting_institution |
Universiti Utara Malaysia |
| granting_department |
School of Business Management |
| publishDate |
2021 |
| url |
https://etd.uum.edu.my/9959/1/depositpermission_s826842.pdf https://etd.uum.edu.my/9959/2/s826842_01.pdf |
| _version_ |
1747828710281576448 |