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Customer loyalty attributes, satisfaction and behavioural loyalty / Nurul Nadiah Azizan

Customer loyalty is the relationship that the customer devotes with the provider and the customer will be regularly using the service of the provider. This paper studies the perspective of hotel’s customer in determining their loyalty as the loyalty behavior of customers will bring enormous profit a...

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Main Author: Azizan, Nurul Nadiah
Format: Thesis
Language:English
Published: 2013
Online Access:https://ir.uitm.edu.my/id/eprint/16711/2/TM_NURUL%20NADIAH%20HM%2013_5.pdf
https://ir.uitm.edu.my/id/eprint/16711/
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spelling my.uitm.ir.167112023-07-14T02:52:33Z https://ir.uitm.edu.my/id/eprint/16711/ Customer loyalty attributes, satisfaction and behavioural loyalty / Nurul Nadiah Azizan Azizan, Nurul Nadiah Customer loyalty is the relationship that the customer devotes with the provider and the customer will be regularly using the service of the provider. This paper studies the perspective of hotel’s customer in determining their loyalty as the loyalty behavior of customers will bring enormous profit and prosperity to the hotel’s organization. This study also focused on the role of satisfaction as a mediator of the relationship between customer loyalty attributes and behavioural loyalty. Multiple regression and Bootstrap analysis had been used to test a series of the hypotheses. The finding showed there were relationships between customer loyalty attributes, satisfaction and behavioural loyalty. However, the findings were not statistically significant for the attributes of customer loyalty. Finding showed perceived value and attachment had a relationship with satisfaction and behavioural loyalty. Conversely, familiarity did not encompass a relationship towards satisfaction and satisfaction also did not act as a mediator between customer’s familiarity and behavioural loyalty. Important implications for hoteliers and academicians been discussed through the investigation of this study. 2013 Thesis NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/16711/2/TM_NURUL%20NADIAH%20HM%2013_5.pdf Customer loyalty attributes, satisfaction and behavioural loyalty / Nurul Nadiah Azizan. (2013) Masters thesis, thesis, Universiti Teknologi MARA.
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
description Customer loyalty is the relationship that the customer devotes with the provider and the customer will be regularly using the service of the provider. This paper studies the perspective of hotel’s customer in determining their loyalty as the loyalty behavior of customers will bring enormous profit and prosperity to the hotel’s organization. This study also focused on the role of satisfaction as a mediator of the relationship between customer loyalty attributes and behavioural loyalty. Multiple regression and Bootstrap analysis had been used to test a series of the hypotheses. The finding showed there were relationships between customer loyalty attributes, satisfaction and behavioural loyalty. However, the findings were not statistically significant for the attributes of customer loyalty. Finding showed perceived value and attachment had a relationship with satisfaction and behavioural loyalty. Conversely, familiarity did not encompass a relationship towards satisfaction and satisfaction also did not act as a mediator between customer’s familiarity and behavioural loyalty. Important implications for hoteliers and academicians been discussed through the investigation of this study.
format Thesis
author Azizan, Nurul Nadiah
spellingShingle Azizan, Nurul Nadiah
Customer loyalty attributes, satisfaction and behavioural loyalty / Nurul Nadiah Azizan
author_facet Azizan, Nurul Nadiah
author_sort Azizan, Nurul Nadiah
title Customer loyalty attributes, satisfaction and behavioural loyalty / Nurul Nadiah Azizan
title_short Customer loyalty attributes, satisfaction and behavioural loyalty / Nurul Nadiah Azizan
title_full Customer loyalty attributes, satisfaction and behavioural loyalty / Nurul Nadiah Azizan
title_fullStr Customer loyalty attributes, satisfaction and behavioural loyalty / Nurul Nadiah Azizan
title_full_unstemmed Customer loyalty attributes, satisfaction and behavioural loyalty / Nurul Nadiah Azizan
title_sort customer loyalty attributes, satisfaction and behavioural loyalty / nurul nadiah azizan
publishDate 2013
url https://ir.uitm.edu.my/id/eprint/16711/2/TM_NURUL%20NADIAH%20HM%2013_5.pdf
https://ir.uitm.edu.my/id/eprint/16711/
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score 13.211869

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