The influence of perceived value, brand image, trust and perceived risk on the customer loyalty towards Malaysia Airlines Berhad (MAB) services
The purpose of this study is to investigate the factors that affecting customer loyalty toward Malaysia Airlines Berhad (MAB) services in Malaysia after a few serious and fatal MAB incidents happened in year 2014. Customer loyalty is importance for any organization to ensure the stability of the ope...
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my.umk.eprints.67802022-05-23T08:49:18Z http://discol.umk.edu.my/id/eprint/6780/ The influence of perceived value, brand image, trust and perceived risk on the customer loyalty towards Malaysia Airlines Berhad (MAB) services Nur Syakirah binti Shariff Nur Syuhaidah binti Abdul Shukor Muhammad Asyraaf bin Abd Halim Tan Chee San The purpose of this study is to investigate the factors that affecting customer loyalty toward Malaysia Airlines Berhad (MAB) services in Malaysia after a few serious and fatal MAB incidents happened in year 2014. Customer loyalty is importance for any organization to ensure the stability of the operation in future. Through a set of questionnaires, this study intend to examine the relationship between perceived value, brand image, trust and perceived risk toward customer loyalty. Since the study was focus at Sultan Ismail Petra Airport and 300 respondents’ which most frequency using MAB services, the data was effected by sampling and time frame. The respondents of this study are divided to various kind of demographic factor to assisted this study for obtained more accurate result. The results indicated that not overall independent variables have a significant relationship between customer loyalty. Perceived risk was the only factors that not significant and not qualified as a factor which is capable to influenced the customer loyalty toward MAB. In short, this research will provide a useful and valuable resource for future research and the result of hypothesis as references for future researchers. 2016 Undergraduate Final Project Report NonPeerReviewed Nur Syakirah binti Shariff and Nur Syuhaidah binti Abdul Shukor and Muhammad Asyraaf bin Abd Halim and Tan Chee San (2016) The influence of perceived value, brand image, trust and perceived risk on the customer loyalty towards Malaysia Airlines Berhad (MAB) services. Undergraduate Final Project Report thesis, Faculty of Entrepreneurship and Business. (Submitted) |
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The purpose of this study is to investigate the factors that affecting customer loyalty toward Malaysia Airlines Berhad (MAB) services in Malaysia after a few serious and fatal MAB incidents happened in year 2014. Customer loyalty is importance for any organization to ensure the stability of the operation in future. Through a set of questionnaires, this study intend to examine the relationship between perceived value, brand image, trust and perceived risk toward customer loyalty. Since the study was focus at Sultan Ismail Petra Airport and 300 respondents’ which most frequency using MAB services, the data was effected by sampling and time frame. The respondents of this study are divided to various kind of demographic factor to assisted this study for obtained more accurate result. The results indicated that not overall independent variables have a significant relationship between customer loyalty. Perceived risk was the only factors that not significant and not qualified as a factor which is capable to influenced the customer loyalty toward MAB. In short, this research will provide a useful and valuable resource for future research and the result of hypothesis as references for future researchers. |
format |
Undergraduate Final Project Report |
author |
Nur Syakirah binti Shariff Nur Syuhaidah binti Abdul Shukor Muhammad Asyraaf bin Abd Halim Tan Chee San |
spellingShingle |
Nur Syakirah binti Shariff Nur Syuhaidah binti Abdul Shukor Muhammad Asyraaf bin Abd Halim Tan Chee San The influence of perceived value, brand image, trust and perceived risk on the customer loyalty towards Malaysia Airlines Berhad (MAB) services |
author_facet |
Nur Syakirah binti Shariff Nur Syuhaidah binti Abdul Shukor Muhammad Asyraaf bin Abd Halim Tan Chee San |
author_sort |
Nur Syakirah binti Shariff |
title |
The influence of perceived value, brand image, trust and perceived risk on the customer loyalty towards Malaysia Airlines Berhad (MAB) services |
title_short |
The influence of perceived value, brand image, trust and perceived risk on the customer loyalty towards Malaysia Airlines Berhad (MAB) services |
title_full |
The influence of perceived value, brand image, trust and perceived risk on the customer loyalty towards Malaysia Airlines Berhad (MAB) services |
title_fullStr |
The influence of perceived value, brand image, trust and perceived risk on the customer loyalty towards Malaysia Airlines Berhad (MAB) services |
title_full_unstemmed |
The influence of perceived value, brand image, trust and perceived risk on the customer loyalty towards Malaysia Airlines Berhad (MAB) services |
title_sort |
influence of perceived value, brand image, trust and perceived risk on the customer loyalty towards malaysia airlines berhad (mab) services |
publishDate |
2016 |
url |
http://discol.umk.edu.my/id/eprint/6780/ |
_version_ |
1763303746075361280 |
score |
13.149126 |