Examining the antecedents of rapport for determining customer retention and word-of-mouth in Malaysia private institutions of higher education / Nawawi Ibrahim

• Main Author: Ibrahim, Nawawi
• Format: Thesis
• Language: English
• Published: 2021
• Subjects: Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling; Customer services. Customer relations
• Online Access: https://ir.uitm.edu.my/id/eprint/60977/1/60977.pdf; https://ir.uitm.edu.my/id/eprint/60977/

The aim of this thesis is to examine the impact of rapport on customer retention and word-of-mouth in Private IHEs in Malaysia. The literature has profoundly neglected to account for the role of rapport in determining customer retention and word-of-mouth, a shortcoming this thesis addresses. The ana...