Cover Image

The Relationship Between Trust and Commitment on Customer Retention

This study examines the factors that contribute to customer retention at private hospital in Kedah. A field survey of private hospital customers that visited private hospital in Kedah was conducted to determine the influence of the dimension of trust and commitment on customer retention at private h...

Full description

Saved in:
Bibliographic Details
Main Author: Wan 'Aliaa, Wan Anis
Format: Thesis
Language:English
English
Published: 2011
Subjects:
R Medicine (General)
HF5415.33 Consumer Behavior.
Online Access:http://etd.uum.edu.my/2627/1/Wan_%27Aliaa_Wan_Anis.pdf
http://etd.uum.edu.my/2627/2/1.Wan_%27Aliaa_Wan_Anis.pdf
http://etd.uum.edu.my/2627/
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.uum.etd.2627
record_format eprints
spelling my.uum.etd.26272016-04-24T01:39:09Z http://etd.uum.edu.my/2627/ The Relationship Between Trust and Commitment on Customer Retention Wan 'Aliaa, Wan Anis R Medicine (General) HF5415.33 Consumer Behavior. This study examines the factors that contribute to customer retention at private hospital in Kedah. A field survey of private hospital customers that visited private hospital in Kedah was conducted to determine the influence of the dimension of trust and commitment on customer retention at private hospital in Kedah. A total of 60 questionnaires were distributed to private hospital in Kedah through convenience sampling, 57 questionnaires were obtained and usable. Pearson correlation test showed that 'Commitment' is the most significance towards customer retention and followed by 'Trust'. Conversely, regression analysis indicated that 'Trust' and 'Commitment' were factors that positive influence towards customer retention at private hospital in Kedah. These findings show that private hospital in Kedah should give attention on the factors of 'Trust' and 'Commitment' in order to retain the customer. Recommendation for future research was also put forward. 2011 Thesis NonPeerReviewed application/pdf en http://etd.uum.edu.my/2627/1/Wan_%27Aliaa_Wan_Anis.pdf application/pdf en http://etd.uum.edu.my/2627/2/1.Wan_%27Aliaa_Wan_Anis.pdf Wan 'Aliaa, Wan Anis (2011) The Relationship Between Trust and Commitment on Customer Retention. Masters thesis, Universiti Utara Malaysia.
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Electronic Theses
url_provider http://etd.uum.edu.my/
language English
English
topic R Medicine (General)
HF5415.33 Consumer Behavior.
spellingShingle R Medicine (General)
HF5415.33 Consumer Behavior.
Wan 'Aliaa, Wan Anis
The Relationship Between Trust and Commitment on Customer Retention
description This study examines the factors that contribute to customer retention at private hospital in Kedah. A field survey of private hospital customers that visited private hospital in Kedah was conducted to determine the influence of the dimension of trust and commitment on customer retention at private hospital in Kedah. A total of 60 questionnaires were distributed to private hospital in Kedah through convenience sampling, 57 questionnaires were obtained and usable. Pearson correlation test showed that 'Commitment' is the most significance towards customer retention and followed by 'Trust'. Conversely, regression analysis indicated that 'Trust' and 'Commitment' were factors that positive influence towards customer retention at private hospital in Kedah. These findings show that private hospital in Kedah should give attention on the factors of 'Trust' and 'Commitment' in order to retain the customer. Recommendation for future research was also put forward.
format Thesis
author Wan 'Aliaa, Wan Anis
author_facet Wan 'Aliaa, Wan Anis
author_sort Wan 'Aliaa, Wan Anis
title The Relationship Between Trust and Commitment on Customer Retention
title_short The Relationship Between Trust and Commitment on Customer Retention
title_full The Relationship Between Trust and Commitment on Customer Retention
title_fullStr The Relationship Between Trust and Commitment on Customer Retention
title_full_unstemmed The Relationship Between Trust and Commitment on Customer Retention
title_sort relationship between trust and commitment on customer retention
publishDate 2011
url http://etd.uum.edu.my/2627/1/Wan_%27Aliaa_Wan_Anis.pdf
http://etd.uum.edu.my/2627/2/1.Wan_%27Aliaa_Wan_Anis.pdf
http://etd.uum.edu.my/2627/
_version_ 1644276747352408064
score 13.211869

Similar Items