The relationship between service quality and customer loyalty at Automobile Association of Malaysia, Seremban / Norsuhana Ahmad Fuad

The purpose of this study is to obtain a better understanding and to get an outcome about the relationship betwcen service quality and the customer loyalty. The present research was conducted in an Automobile Association of Malaysia, Seremban (AAM) in 2014. In this research, the service quality stan...

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Main Author: Ahmad Fuad, Norsuhana
Format: Thesis
Language:English
Published: 2014
Subjects:
Online Access:https://ir.uitm.edu.my/id/eprint/69817/1/69817.pdf
https://ir.uitm.edu.my/id/eprint/69817/
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spelling my.uitm.ir.698172022-11-07T04:11:52Z https://ir.uitm.edu.my/id/eprint/69817/ The relationship between service quality and customer loyalty at Automobile Association of Malaysia, Seremban / Norsuhana Ahmad Fuad Ahmad Fuad, Norsuhana Consumer satisfaction Customer services. Customer relations The purpose of this study is to obtain a better understanding and to get an outcome about the relationship betwcen service quality and the customer loyalty. The present research was conducted in an Automobile Association of Malaysia, Seremban (AAM) in 2014. In this research, the service quality standard model has been used for evaluation of service quality, Gremler and Brown (1996) model with some revision was used for evaluating the loyalty. The focus of this research is an Automobile Association of Malaysia branch at Seremban and 169 customers of this service provider were sampled. The results of this research show that in all aspects, customers expectation, either they are loyal or not towards this AAM, Seremban service provider and in fact on how the quality of offered services is. The collected data then analyzed using the SPSS 21. The results of the study revealed that service quality was positively correlated with customer loyalty and both of the factors are significant. Some recommendations for future research are also made. 2014-03 Thesis NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/69817/1/69817.pdf The relationship between service quality and customer loyalty at Automobile Association of Malaysia, Seremban / Norsuhana Ahmad Fuad. (2014) Degree thesis, thesis, Universiti Teknologi MARA, Kelantan.
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Consumer satisfaction
Customer services. Customer relations
spellingShingle Consumer satisfaction
Customer services. Customer relations
Ahmad Fuad, Norsuhana
The relationship between service quality and customer loyalty at Automobile Association of Malaysia, Seremban / Norsuhana Ahmad Fuad
description The purpose of this study is to obtain a better understanding and to get an outcome about the relationship betwcen service quality and the customer loyalty. The present research was conducted in an Automobile Association of Malaysia, Seremban (AAM) in 2014. In this research, the service quality standard model has been used for evaluation of service quality, Gremler and Brown (1996) model with some revision was used for evaluating the loyalty. The focus of this research is an Automobile Association of Malaysia branch at Seremban and 169 customers of this service provider were sampled. The results of this research show that in all aspects, customers expectation, either they are loyal or not towards this AAM, Seremban service provider and in fact on how the quality of offered services is. The collected data then analyzed using the SPSS 21. The results of the study revealed that service quality was positively correlated with customer loyalty and both of the factors are significant. Some recommendations for future research are also made.
format Thesis
author Ahmad Fuad, Norsuhana
author_facet Ahmad Fuad, Norsuhana
author_sort Ahmad Fuad, Norsuhana
title The relationship between service quality and customer loyalty at Automobile Association of Malaysia, Seremban / Norsuhana Ahmad Fuad
title_short The relationship between service quality and customer loyalty at Automobile Association of Malaysia, Seremban / Norsuhana Ahmad Fuad
title_full The relationship between service quality and customer loyalty at Automobile Association of Malaysia, Seremban / Norsuhana Ahmad Fuad
title_fullStr The relationship between service quality and customer loyalty at Automobile Association of Malaysia, Seremban / Norsuhana Ahmad Fuad
title_full_unstemmed The relationship between service quality and customer loyalty at Automobile Association of Malaysia, Seremban / Norsuhana Ahmad Fuad
title_sort relationship between service quality and customer loyalty at automobile association of malaysia, seremban / norsuhana ahmad fuad
publishDate 2014
url https://ir.uitm.edu.my/id/eprint/69817/1/69817.pdf
https://ir.uitm.edu.my/id/eprint/69817/
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score 13.209306