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...

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Main Authors: Mohd Sadad, Mahmud, Muhd Aimin, Mohd Tahir, Nik Hazimi, Mohammed Foziah, Puspa Liza, Ghazali
Format: Conference or Workshop Item
Language:English
Published: 2018
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Online Access:http://eprints.unisza.edu.my/1396/1/FH03-FESP-18-22854.pdf
http://eprints.unisza.edu.my/1396/
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Institution: Universiti Sultan Zainal Abidin
Language: English
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spelling my-unisza-ir.13962020-11-16T02:29:09Z http://eprints.unisza.edu.my/1396/ The relationship of customers satisfaction and corporate image in government initiative influencing customers loyalty in Terengganu Mohd Sadad, Mahmud Muhd Aimin, Mohd Tahir Nik Hazimi, Mohammed Foziah Puspa Liza, Ghazali H Social Sciences (General) HB Economic Theory 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. 2018 Conference or Workshop Item NonPeerReviewed text en http://eprints.unisza.edu.my/1396/1/FH03-FESP-18-22854.pdf Mohd Sadad, Mahmud and Muhd Aimin, Mohd Tahir and Nik Hazimi, Mohammed Foziah and Puspa Liza, Ghazali (2018) The relationship of customers satisfaction and corporate image in government initiative influencing customers loyalty in Terengganu. In: The 1 st Aceh Global Conference (AGC) 2018, 17 Oct 2018, Banda Aceh, Aceh.
institution Universiti Sultan Zainal Abidin
building UNISZA Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Sultan Zainal Abidin
content_source UNISZA Institutional Repository
url_provider https://eprints.unisza.edu.my/
language English
topic H Social Sciences (General)
HB Economic Theory
spellingShingle H Social Sciences (General)
HB Economic Theory
Mohd Sadad, Mahmud
Muhd Aimin, Mohd Tahir
Nik Hazimi, Mohammed Foziah
Puspa Liza, Ghazali
The relationship of customers satisfaction and corporate image in government initiative influencing customers loyalty in Terengganu
description 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.
format Conference or Workshop Item
author Mohd Sadad, Mahmud
Muhd Aimin, Mohd Tahir
Nik Hazimi, Mohammed Foziah
Puspa Liza, Ghazali
author_facet Mohd Sadad, Mahmud
Muhd Aimin, Mohd Tahir
Nik Hazimi, Mohammed Foziah
Puspa Liza, Ghazali
author_sort Mohd Sadad, Mahmud
title The relationship of customers satisfaction and corporate image in government initiative influencing customers loyalty in Terengganu
title_short The relationship of customers satisfaction and corporate image in government initiative influencing customers loyalty in Terengganu
title_full The relationship of customers satisfaction and corporate image in government initiative influencing customers loyalty in Terengganu
title_fullStr The relationship of customers satisfaction and corporate image in government initiative influencing customers loyalty in Terengganu
title_full_unstemmed The relationship of customers satisfaction and corporate image in government initiative influencing customers loyalty in Terengganu
title_sort relationship of customers satisfaction and corporate image in government initiative influencing customers loyalty in terengganu
publishDate 2018
url http://eprints.unisza.edu.my/1396/1/FH03-FESP-18-22854.pdf
http://eprints.unisza.edu.my/1396/
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