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Factors that contribute in customer loyalty at AIA Bhd. Headquarters, Kuala Lumpur / Nur Adena Izati Mohammad

This research is conducted to identify the factors that contribute in customer loyalty at AIA Bhd. headquarters, Kuala Lumpur. The factors are selected is customer perceived quality and expectations, customer trust and willingness and insurer commitment. The results of this research are based on the...

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Main Author: Mohammad, Nur Adena Izati
Format: Student Project
Language:English
Published: Faculty of Business and Management 2017
Online Access:http://ir.uitm.edu.my/id/eprint/17269/1/PPb_NUR%20ADENA%20IZATI%20MOHAMMAD%20BM%2017_5.pdf
http://ir.uitm.edu.my/id/eprint/17269/
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spelling my.uitm.ir.172692019-04-17T04:15:37Z http://ir.uitm.edu.my/id/eprint/17269/ Factors that contribute in customer loyalty at AIA Bhd. Headquarters, Kuala Lumpur / Nur Adena Izati Mohammad Mohammad, Nur Adena Izati This research is conducted to identify the factors that contribute in customer loyalty at AIA Bhd. headquarters, Kuala Lumpur. The factors are selected is customer perceived quality and expectations, customer trust and willingness and insurer commitment. The results of this research are based on these four objectives. First is to identify a positive relationship between customer perceived quality and expectations with customer loyalty. Second is to examine the relationship between customer trust and willingness with customer loyalty. Next, to identify the relationship between insurer commitments with customer loyalty and lastly, to identify the most influence factor in formation of customer loyalty. Data was gathered through questionnaire from customers of AIA Bhd. (n=96) located in Kuala Lumpur. Then, the data are analysed using SPSS (Statistical Package for the Social Sciences) version 20.0. The findings show that the three (3) variable customers perceived quality and expectations, customer trust and willingness and insurer commitments were important in determining influencing the loyalty of customer, therefore, AIA Bhd. headquarters, Kuala Lumpur need to consider these factors and provide the best way to improve customer loyalty among the customers. Faculty of Business and Management 2017 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/17269/1/PPb_NUR%20ADENA%20IZATI%20MOHAMMAD%20BM%2017_5.pdf Mohammad, Nur Adena Izati (2017) Factors that contribute in customer loyalty at AIA Bhd. Headquarters, Kuala Lumpur / Nur Adena Izati Mohammad. [Student Project] (Unpublished)
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 This research is conducted to identify the factors that contribute in customer loyalty at AIA Bhd. headquarters, Kuala Lumpur. The factors are selected is customer perceived quality and expectations, customer trust and willingness and insurer commitment. The results of this research are based on these four objectives. First is to identify a positive relationship between customer perceived quality and expectations with customer loyalty. Second is to examine the relationship between customer trust and willingness with customer loyalty. Next, to identify the relationship between insurer commitments with customer loyalty and lastly, to identify the most influence factor in formation of customer loyalty. Data was gathered through questionnaire from customers of AIA Bhd. (n=96) located in Kuala Lumpur. Then, the data are analysed using SPSS (Statistical Package for the Social Sciences) version 20.0. The findings show that the three (3) variable customers perceived quality and expectations, customer trust and willingness and insurer commitments were important in determining influencing the loyalty of customer, therefore, AIA Bhd. headquarters, Kuala Lumpur need to consider these factors and provide the best way to improve customer loyalty among the customers.
format Student Project
author Mohammad, Nur Adena Izati
spellingShingle Mohammad, Nur Adena Izati
Factors that contribute in customer loyalty at AIA Bhd. Headquarters, Kuala Lumpur / Nur Adena Izati Mohammad
author_facet Mohammad, Nur Adena Izati
author_sort Mohammad, Nur Adena Izati
title Factors that contribute in customer loyalty at AIA Bhd. Headquarters, Kuala Lumpur / Nur Adena Izati Mohammad
title_short Factors that contribute in customer loyalty at AIA Bhd. Headquarters, Kuala Lumpur / Nur Adena Izati Mohammad
title_full Factors that contribute in customer loyalty at AIA Bhd. Headquarters, Kuala Lumpur / Nur Adena Izati Mohammad
title_fullStr Factors that contribute in customer loyalty at AIA Bhd. Headquarters, Kuala Lumpur / Nur Adena Izati Mohammad
title_full_unstemmed Factors that contribute in customer loyalty at AIA Bhd. Headquarters, Kuala Lumpur / Nur Adena Izati Mohammad
title_sort factors that contribute in customer loyalty at aia bhd. headquarters, kuala lumpur / nur adena izati mohammad
publisher Faculty of Business and Management
publishDate 2017
url http://ir.uitm.edu.my/id/eprint/17269/1/PPb_NUR%20ADENA%20IZATI%20MOHAMMAD%20BM%2017_5.pdf
http://ir.uitm.edu.my/id/eprint/17269/
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score 13.211869

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