The relationship between service quality and customer loyalty at Plexus Manufacturing Sdn.Bhd Penang / Nurfaznim Shuib

• Main Author: Shuib, Nurfaznim
• Format: Thesis
• Language: English
• Published: 2014
• Subjects: Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling; Consumer satisfaction; Customer services. Customer relations
• Online Access: https://ir.uitm.edu.my/id/eprint/69912/1/69912.pdf; https://ir.uitm.edu.my/id/eprint/69912/

The title for this study is the relation s hip between service quality and customer loyalty at Plexus Manufacturing Sdn Bhd , Penang. The purpose of this study was to identify the relationship between service quality and customer loyalty at Plexus Manufacturing, Penang. Besides that this studies al so to identify the level customer loyalty al Plexus Manufacturing Sdn. Bhd, Penang. The data were gathered through the questionnaire distributed to the employees as internal customer at Plexus Manufacturing Sdn. Bhd and 127 respondents were chosen randomly in order to determine the relationship between service quality and customer loyalty. The study was found that there is a relationship between service quality and customer loyalty. Both research questions were answered when the findings indicate that there are positive and significant relationship between service quality and service quality at Plexus Manufacturing Sdn. Bhd. The findings also show that the respondents agreed that service provided by Plexus Manufacturing were lead to customer loyalty and that is why many people work for 5 years and above. Based on the study it shows that the employees in Plexus Manufacturing as internal customer give positive response towards the implementation of this research study . Researcher had used SPSS version 22 to determine the relationship between service quality and customer loyalty at Plexus Manufacturing Sdn. Bhd, Penang