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Factors that contribute to the effectiveness of Perodua customer retention program / Norfa'izah Safaruddin

As market growth slows or as markets become more competitive and level of switching costs increase, firms are more likely to attempt to maintain their market share by focusing on retaining current customers. Customer retention has been advocated as an easier and more reliable source of superior perf...

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Bibliographic Details
Main Author: Safaruddin, Norfa'izah
Format: Student Project
Language:English
Published: Faculty of Business and Management 2007
Subjects:
Market segmentation. Target marketing
Market surveys. Including brand choice. Brand loyalty
Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Customer services. Customer relations
Online Access:http://ir.uitm.edu.my/id/eprint/21491/1/PPb_NORFA%27IZAH%20SAFARUDDIN%20M%20BM%2007_5.pdf
http://ir.uitm.edu.my/id/eprint/21491/
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spelling my.uitm.ir.214912018-11-01T09:21:33Z http://ir.uitm.edu.my/id/eprint/21491/ Factors that contribute to the effectiveness of Perodua customer retention program / Norfa'izah Safaruddin Safaruddin, Norfa'izah Market segmentation. Target marketing Market surveys. Including brand choice. Brand loyalty Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Customer services. Customer relations As market growth slows or as markets become more competitive and level of switching costs increase, firms are more likely to attempt to maintain their market share by focusing on retaining current customers. Customer retention has been advocated as an easier and more reliable source of superior performance. This research utilized a convenience methodology to improve customer retention, and the researcher has helped the firm identifying the factors that contribute to retain customer and initiate a variety of strategies to accomplish this objective. Three factors that contribute to retain customer that had been identify by researcher consists of commitment, service quality and long-term relationship. The findings highlight that all the three factors do contribute to retain customer and the firm should take action and focus more on these three contribution factors in order to retain and keep their customers loyal. The researcher also had come out with few recommendations. The recommendations can be taken into consideration. By implementing these recommendations, the researcher optimism that it will help the firm to better upgrade its performance and any area that is not running well in their management for future use. Faculty of Business and Management 2007 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/21491/1/PPb_NORFA%27IZAH%20SAFARUDDIN%20M%20BM%2007_5.pdf Safaruddin, Norfa'izah (2007) Factors that contribute to the effectiveness of Perodua customer retention program / Norfa'izah Safaruddin. [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
topic Market segmentation. Target marketing
Market surveys. Including brand choice. Brand loyalty
Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Customer services. Customer relations
spellingShingle Market segmentation. Target marketing
Market surveys. Including brand choice. Brand loyalty
Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Customer services. Customer relations
Safaruddin, Norfa'izah
Factors that contribute to the effectiveness of Perodua customer retention program / Norfa'izah Safaruddin
description As market growth slows or as markets become more competitive and level of switching costs increase, firms are more likely to attempt to maintain their market share by focusing on retaining current customers. Customer retention has been advocated as an easier and more reliable source of superior performance. This research utilized a convenience methodology to improve customer retention, and the researcher has helped the firm identifying the factors that contribute to retain customer and initiate a variety of strategies to accomplish this objective. Three factors that contribute to retain customer that had been identify by researcher consists of commitment, service quality and long-term relationship. The findings highlight that all the three factors do contribute to retain customer and the firm should take action and focus more on these three contribution factors in order to retain and keep their customers loyal. The researcher also had come out with few recommendations. The recommendations can be taken into consideration. By implementing these recommendations, the researcher optimism that it will help the firm to better upgrade its performance and any area that is not running well in their management for future use.
format Student Project
author Safaruddin, Norfa'izah
author_facet Safaruddin, Norfa'izah
author_sort Safaruddin, Norfa'izah
title Factors that contribute to the effectiveness of Perodua customer retention program / Norfa'izah Safaruddin
title_short Factors that contribute to the effectiveness of Perodua customer retention program / Norfa'izah Safaruddin
title_full Factors that contribute to the effectiveness of Perodua customer retention program / Norfa'izah Safaruddin
title_fullStr Factors that contribute to the effectiveness of Perodua customer retention program / Norfa'izah Safaruddin
title_full_unstemmed Factors that contribute to the effectiveness of Perodua customer retention program / Norfa'izah Safaruddin
title_sort factors that contribute to the effectiveness of perodua customer retention program / norfa'izah safaruddin
publisher Faculty of Business and Management
publishDate 2007
url http://ir.uitm.edu.my/id/eprint/21491/1/PPb_NORFA%27IZAH%20SAFARUDDIN%20M%20BM%2007_5.pdf
http://ir.uitm.edu.my/id/eprint/21491/
_version_ 1685649475338502144
score 13.211869

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