The relationship of customers satisfaction and corporate image in government initiative influencing customers loyalty in Terengganu
Various studies have been conducted to evaluate the relationship between customers satisfaction towards big companies in Malaysia. Nevertheless, the study of customer satisfaction on services provided by the government has not been much. Furthermore, study focusing on Terengganu state administrati...
Saved in:
| Main Authors: | , , , |
|---|---|
| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2018
|
| Subjects: | |
| Online Access: | http://eprints.unisza.edu.my/1396/1/FH03-FESP-18-22854.pdf http://eprints.unisza.edu.my/1396/ |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| Institution: | Universiti Sultan Zainal Abidin |
| Language: | English |
| Summary: | Various studies have been conducted to evaluate the relationship between customers satisfaction towards big
companies in Malaysia. Nevertheless, the study of customer satisfaction on services provided by the government has not been
much. Furthermore, study focusing on Terengganu state administration has not yet been done. Thus, the objective of this
study is to look at the effectiveness of government programs and initiatives on young people based on the quality of service
offered, government corporate image, customer satisfaction as a consumer to government service and to observe customer
loyalty. Quantitative data was obtained by distributing questionnaires to 100 respondents comprising participants of the
Terengganu Graduate Transformation Program (TGTP) who had been more than one year following the program. The
TGTP participants are university leavers who have been given the opportunity to serve in several agencies and government
departments throughout Terengganu. They are given exposure to government administration in various positions in line with
their education background and interest. The data were analysed using the IBM SPSS Statistics (Statistics Package for the
Social Sciences) software aimed at looking at the relationship between the service aspects offered by the government through
various initiatives and programs in Terengganu. The relationship is measured in order to look at the strong bonding which
forms the customer loyalty behavior. The findings show that there is a direct relationship between service quality, corporate
image influencing customer satisfaction and customer loyalty. |
|---|