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...
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| Format: | Thesis |
| Language: | en en |
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2011
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| Online Access: | https://etd.uum.edu.my/2627/1/Wan_%27Aliaa_Wan_Anis.pdf https://etd.uum.edu.my/2627/2/1.Wan_%27Aliaa_Wan_Anis.pdf https://etd.uum.edu.my/2627/ |
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| _version_ | 1833435935897812992 |
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| author | Wan 'Aliaa, Wan Anis |
| author_facet | Wan 'Aliaa, Wan Anis |
| author_sort | Wan 'Aliaa, Wan Anis |
| building | UUM Library |
| collection | Institutional Repository |
| content_provider | Universiti Utara Malaysia |
| content_source | UUM Electronic Theses |
| continent | Asia |
| country | Malaysia |
| 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 |
| id | my.uum.etd-2627 |
| institution | Universiti Utara Malaysia |
| language | en en |
| publishDate | 2011 |
| record_format | eprints |
| spelling | my.uum.etd-26272016-04-24T01:39:09Z https://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 https://etd.uum.edu.my/2627/1/Wan_%27Aliaa_Wan_Anis.pdf application/pdf en https://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. |
| spellingShingle | R Medicine (General) HF5415.33 Consumer Behavior. Wan 'Aliaa, Wan Anis The Relationship Between Trust and Commitment on Customer Retention |
| title | 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_short | The Relationship Between Trust and Commitment on Customer Retention |
| title_sort | relationship between trust and commitment on customer retention |
| topic | R Medicine (General) HF5415.33 Consumer Behavior. |
| url | https://etd.uum.edu.my/2627/1/Wan_%27Aliaa_Wan_Anis.pdf https://etd.uum.edu.my/2627/2/1.Wan_%27Aliaa_Wan_Anis.pdf https://etd.uum.edu.my/2627/ |
| url_provider | http://etd.uum.edu.my/ |