Staff View: The determinants and relationship of customer perceived factors on loyalty for electrical and electronic product brands in Sarawak / Gloria Panit

The determinants and relationship of customer perceived factors on loyalty for electrical and electronic product brands in Sarawak / Gloria Panit

Customer loyalty is about appealing to the right customer, getting them to buy often and in higher quantities, as well as bringing in more customers. Although, many studies on loyalty have been done (e.g. Huang, 2009; Rowley, 2005; Reichheld, 2000), studies on factors affecting customer loyalty need...

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Main Author:	Panit, Gloria
Format:	Thesis
Language:	English
Published:	2013
Subjects:	Malaysia Customer services. Customer relations
Online Access:	https://ir.uitm.edu.my/id/eprint/20429/6/20429.pdf https://ir.uitm.edu.my/id/eprint/20429/
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id	my.uitm.ir.20429
record_format	eprints
spelling	my.uitm.ir.204292022-11-24T04:28:37Z https://ir.uitm.edu.my/id/eprint/20429/ The determinants and relationship of customer perceived factors on loyalty for electrical and electronic product brands in Sarawak / Gloria Panit Panit, Gloria Malaysia Customer services. Customer relations Customer loyalty is about appealing to the right customer, getting them to buy often and in higher quantities, as well as bringing in more customers. Although, many studies on loyalty have been done (e.g. Huang, 2009; Rowley, 2005; Reichheld, 2000), studies on factors affecting customer loyalty needs further attention especially for electrical and electronic product brands in developing countries. Furthermore, studies on loyalty have found dissimilar findings. 1971 respondents were selected for the purpose of this study. They are customers of EEP brands generally the households. These respondents were selected from four major cities of Sarawak. This study identified that there are eight important factors which affect customer loyalty on EEP brands. Using factor analysis, the components are grouped into the respective factors; country of origin (COO), brand equity (BE), satisfaction (SAT), affect, resistance to change (RTC), value, trust and corporate reputation (CR). Using multiple regression analysis, the results indicated that there are six variables affecting customer loyalty. The factors are RTC, CR, affect, SAT, values and BE, significantly the strong factors predicting customer loyalty on EEP brand. COO and trust factors are found not to be strong predictors. The findings suggested that Malaysian have low ethnocentric tendencies and do not stress on cultural differences. In addition, customers ranked the factors according to their importance. It was found that the order of the most important factors contributing to customers' loyalty is SAT followed by CR, COO, BE, trust, RTC, value and affect factors respectively. Comparisons between foreign and local EEP brands were also made. This study found that customer loyalty is influenced by the COO factor towards buying foreign brands; otherwise the concern is more on SAT factor when buying local brands. However, CR is the least important factor influencing customer loyalty to both local and foreign EEP brands. Further, it was found that there is a significant positive relationship between customer perceived factors and loyalty. The findings pointed out that as the importance of customer perceived factors increase, the higher level of loyalty would be. 2013 Thesis NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/20429/6/20429.pdf The determinants and relationship of customer perceived factors on loyalty for electrical and electronic product brands in Sarawak / Gloria Panit. (2013) Masters thesis, thesis, Universiti Teknologi MARA (UiTM). <http://terminalib.uitm.edu.my/20429.pdf>
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	Malaysia Customer services. Customer relations
spellingShingle	Malaysia Customer services. Customer relations Panit, Gloria The determinants and relationship of customer perceived factors on loyalty for electrical and electronic product brands in Sarawak / Gloria Panit
description	Customer loyalty is about appealing to the right customer, getting them to buy often and in higher quantities, as well as bringing in more customers. Although, many studies on loyalty have been done (e.g. Huang, 2009; Rowley, 2005; Reichheld, 2000), studies on factors affecting customer loyalty needs further attention especially for electrical and electronic product brands in developing countries. Furthermore, studies on loyalty have found dissimilar findings. 1971 respondents were selected for the purpose of this study. They are customers of EEP brands generally the households. These respondents were selected from four major cities of Sarawak. This study identified that there are eight important factors which affect customer loyalty on EEP brands. Using factor analysis, the components are grouped into the respective factors; country of origin (COO), brand equity (BE), satisfaction (SAT), affect, resistance to change (RTC), value, trust and corporate reputation (CR). Using multiple regression analysis, the results indicated that there are six variables affecting customer loyalty. The factors are RTC, CR, affect, SAT, values and BE, significantly the strong factors predicting customer loyalty on EEP brand. COO and trust factors are found not to be strong predictors. The findings suggested that Malaysian have low ethnocentric tendencies and do not stress on cultural differences. In addition, customers ranked the factors according to their importance. It was found that the order of the most important factors contributing to customers' loyalty is SAT followed by CR, COO, BE, trust, RTC, value and affect factors respectively. Comparisons between foreign and local EEP brands were also made. This study found that customer loyalty is influenced by the COO factor towards buying foreign brands; otherwise the concern is more on SAT factor when buying local brands. However, CR is the least important factor influencing customer loyalty to both local and foreign EEP brands. Further, it was found that there is a significant positive relationship between customer perceived factors and loyalty. The findings pointed out that as the importance of customer perceived factors increase, the higher level of loyalty would be.
format	Thesis
author	Panit, Gloria
author_facet	Panit, Gloria
author_sort	Panit, Gloria
title	The determinants and relationship of customer perceived factors on loyalty for electrical and electronic product brands in Sarawak / Gloria Panit
title_short	The determinants and relationship of customer perceived factors on loyalty for electrical and electronic product brands in Sarawak / Gloria Panit
title_full	The determinants and relationship of customer perceived factors on loyalty for electrical and electronic product brands in Sarawak / Gloria Panit
title_fullStr	The determinants and relationship of customer perceived factors on loyalty for electrical and electronic product brands in Sarawak / Gloria Panit
title_full_unstemmed	The determinants and relationship of customer perceived factors on loyalty for electrical and electronic product brands in Sarawak / Gloria Panit
title_sort	determinants and relationship of customer perceived factors on loyalty for electrical and electronic product brands in sarawak / gloria panit
publishDate	2013
url	https://ir.uitm.edu.my/id/eprint/20429/6/20429.pdf https://ir.uitm.edu.my/id/eprint/20429/
_version_	1751539769899220992
score	13.211869

The determinants and relationship of customer perceived factors on loyalty for electrical and electronic product brands in Sarawak / Gloria Panit

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