Hubungan Strategik antara Pemasaran dan Kesetiaan Pengguna di Telekom Malaysia

This research explores the impact of relationship marketing on customer loyalty in telecommunication sector. A survey of users of products and services in Telekom Malaysia was conducted to determine the significance and influence of the underpinnings of the relationship marketing such as trust, com...

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Main Author: Suhaida Herni, Suffarruddin
Format: Thesis
Language:English
English
Published: 2010
Subjects:
Online Access:http://etd.uum.edu.my/2454/1/Suhaida_Herni_Suffarruddin.pdf
http://etd.uum.edu.my/2454/2/1.Suhaida_Herni_Suffarruddin.pdf
http://etd.uum.edu.my/2454/
http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000767962
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Institution: Universiti Utara Malaysia
Language: English
English
id my.uum.etd.2454
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spelling my.uum.etd.24542013-07-24T12:16:05Z http://etd.uum.edu.my/2454/ Hubungan Strategik antara Pemasaran dan Kesetiaan Pengguna di Telekom Malaysia Suhaida Herni, Suffarruddin HF5415.33 Consumer Behavior. This research explores the impact of relationship marketing on customer loyalty in telecommunication sector. A survey of users of products and services in Telekom Malaysia was conducted to determine the significance and influence of the underpinnings of the relationship marketing such as trust, commitment, communication and conflict handlings on costumer' loyalty in the telecommunication sector. A total of 128 usable questionnaires were obtained from total of 150 questionnaires distributed. The flndings shows that the four(4) variable namely trust, commitment, communication and conflict handling, were important in determining and influencing customer' loyalty. Since the results of the research showed that customer' loyalty is related to trust, commitment, communication and conflict handling factors, therefore Telekom Malaysia need to consider these factors and provide the right tenant mixes, services, and other facilities that are essential for attracting customer. 2010-12 Thesis NonPeerReviewed application/pdf en http://etd.uum.edu.my/2454/1/Suhaida_Herni_Suffarruddin.pdf application/pdf en http://etd.uum.edu.my/2454/2/1.Suhaida_Herni_Suffarruddin.pdf Suhaida Herni, Suffarruddin (2010) Hubungan Strategik antara Pemasaran dan Kesetiaan Pengguna di Telekom Malaysia. Masters thesis, Universiti Utara Malaysia. http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000767962
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 HF5415.33 Consumer Behavior.
spellingShingle HF5415.33 Consumer Behavior.
Suhaida Herni, Suffarruddin
Hubungan Strategik antara Pemasaran dan Kesetiaan Pengguna di Telekom Malaysia
description This research explores the impact of relationship marketing on customer loyalty in telecommunication sector. A survey of users of products and services in Telekom Malaysia was conducted to determine the significance and influence of the underpinnings of the relationship marketing such as trust, commitment, communication and conflict handlings on costumer' loyalty in the telecommunication sector. A total of 128 usable questionnaires were obtained from total of 150 questionnaires distributed. The flndings shows that the four(4) variable namely trust, commitment, communication and conflict handling, were important in determining and influencing customer' loyalty. Since the results of the research showed that customer' loyalty is related to trust, commitment, communication and conflict handling factors, therefore Telekom Malaysia need to consider these factors and provide the right tenant mixes, services, and other facilities that are essential for attracting customer.
format Thesis
author Suhaida Herni, Suffarruddin
author_facet Suhaida Herni, Suffarruddin
author_sort Suhaida Herni, Suffarruddin
title Hubungan Strategik antara Pemasaran dan Kesetiaan Pengguna di Telekom Malaysia
title_short Hubungan Strategik antara Pemasaran dan Kesetiaan Pengguna di Telekom Malaysia
title_full Hubungan Strategik antara Pemasaran dan Kesetiaan Pengguna di Telekom Malaysia
title_fullStr Hubungan Strategik antara Pemasaran dan Kesetiaan Pengguna di Telekom Malaysia
title_full_unstemmed Hubungan Strategik antara Pemasaran dan Kesetiaan Pengguna di Telekom Malaysia
title_sort hubungan strategik antara pemasaran dan kesetiaan pengguna di telekom malaysia
publishDate 2010
url http://etd.uum.edu.my/2454/1/Suhaida_Herni_Suffarruddin.pdf
http://etd.uum.edu.my/2454/2/1.Suhaida_Herni_Suffarruddin.pdf
http://etd.uum.edu.my/2454/
http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000767962
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