The factors influencing customer loyalty toward umrah travel agency / Nur Afifah Mohd Saad

Keeping loyal customer and ensuring repeat visits became important to an organization to maintain in such industry. The previous study has shown that many of the researchers have developed an empirical study about the factor influencing customer loyalty in many industries include airlines, telecommu...

Full description

Saved in:
Bibliographic Details
Main Author: Nazrin, Nur Fatin Syahira
Format: Thesis
Language:English
Published: 2017
Subjects:
Online Access:https://ir.uitm.edu.my/id/eprint/105811/2/105811.pdf
https://ir.uitm.edu.my/id/eprint/105811/
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.uitm.ir.105811
record_format eprints
spelling my.uitm.ir.1058112024-12-01T06:49:45Z https://ir.uitm.edu.my/id/eprint/105811/ The factors influencing customer loyalty toward umrah travel agency / Nur Afifah Mohd Saad Nazrin, Nur Fatin Syahira Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Keeping loyal customer and ensuring repeat visits became important to an organization to maintain in such industry. The previous study has shown that many of the researchers have developed an empirical study about the factor influencing customer loyalty in many industries include airlines, telecommunication, banking and hotel industries. However, there is less study about the customer loyalty on the field of Umrah travel agency. Therefore, the purpose of this study is to identify factors influencing customer loyalty toward Umrah travel agency in terms of customer satisfaction, service quality, price, commitment, and trust. This research presents primary data collected by self-administered questionnaire involving a sample of 100 respondents from the area of Negeri Sembilan only. The data obtained was analyzed by using descriptive analysis, realiability test which is Cronbach's Alpha, correlation test using Pearson Correlation Analysis and regression analysis using Multiple Linear Regression technique. This study reveals that trust is the only factor influencing customer loyalty toward Umrah travel agency while the other factors did not influencing them to be loyal towards Umrah travel agency. Therefore, for future research, this study recommends to the researcher to look at the different factor that might influence customer loyalty toward Umrah travel agency 2017 Thesis NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/105811/2/105811.pdf The factors influencing customer loyalty toward umrah travel agency / Nur Afifah Mohd Saad. (2017) Degree thesis, thesis, Universiti Teknologi MARA, Johor.
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 behavior. Consumers' preferences. Consumer research. Including consumer profiling
spellingShingle Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Nazrin, Nur Fatin Syahira
The factors influencing customer loyalty toward umrah travel agency / Nur Afifah Mohd Saad
description Keeping loyal customer and ensuring repeat visits became important to an organization to maintain in such industry. The previous study has shown that many of the researchers have developed an empirical study about the factor influencing customer loyalty in many industries include airlines, telecommunication, banking and hotel industries. However, there is less study about the customer loyalty on the field of Umrah travel agency. Therefore, the purpose of this study is to identify factors influencing customer loyalty toward Umrah travel agency in terms of customer satisfaction, service quality, price, commitment, and trust. This research presents primary data collected by self-administered questionnaire involving a sample of 100 respondents from the area of Negeri Sembilan only. The data obtained was analyzed by using descriptive analysis, realiability test which is Cronbach's Alpha, correlation test using Pearson Correlation Analysis and regression analysis using Multiple Linear Regression technique. This study reveals that trust is the only factor influencing customer loyalty toward Umrah travel agency while the other factors did not influencing them to be loyal towards Umrah travel agency. Therefore, for future research, this study recommends to the researcher to look at the different factor that might influence customer loyalty toward Umrah travel agency
format Thesis
author Nazrin, Nur Fatin Syahira
author_facet Nazrin, Nur Fatin Syahira
author_sort Nazrin, Nur Fatin Syahira
title The factors influencing customer loyalty toward umrah travel agency / Nur Afifah Mohd Saad
title_short The factors influencing customer loyalty toward umrah travel agency / Nur Afifah Mohd Saad
title_full The factors influencing customer loyalty toward umrah travel agency / Nur Afifah Mohd Saad
title_fullStr The factors influencing customer loyalty toward umrah travel agency / Nur Afifah Mohd Saad
title_full_unstemmed The factors influencing customer loyalty toward umrah travel agency / Nur Afifah Mohd Saad
title_sort factors influencing customer loyalty toward umrah travel agency / nur afifah mohd saad
publishDate 2017
url https://ir.uitm.edu.my/id/eprint/105811/2/105811.pdf
https://ir.uitm.edu.my/id/eprint/105811/
_version_ 1817847332210737152
score 13.23648