The determinants and relationship of customer perceived factors on loyalty for electrical and electronic product brands in Sarawak / Gloria Panit

Customer loyalty is about appealing to the right customer, getting them to buy often and in higher quantities, as well as bringing in more customers. Although, many studies on loyalty have been done (e.g. Huang, 2009; Rowley, 2005; Reichheld, 2000), studies on factors affecting customer loyalty need...

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Main Author:	Panit, Gloria
Format:	Thesis
Language:	English
Published:	2013
Subjects:	Malaysia
Online Access:	https://ir.uitm.edu.my/id/eprint/20429/6/20429.pdf
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id	my-uitm-ir.20429
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spelling	my-uitm-ir.204292022-11-24T04:28:37Z The determinants and relationship of customer perceived factors on loyalty for electrical and electronic product brands in Sarawak / Gloria Panit 2013 Panit, Gloria Malaysia Customer services. Customer relations Customer loyalty is about appealing to the right customer, getting them to buy often and in higher quantities, as well as bringing in more customers. Although, many studies on loyalty have been done (e.g. Huang, 2009; Rowley, 2005; Reichheld, 2000), studies on factors affecting customer loyalty needs further attention especially for electrical and electronic product brands in developing countries. Furthermore, studies on loyalty have found dissimilar findings. 1971 respondents were selected for the purpose of this study. They are customers of EEP brands generally the households. These respondents were selected from four major cities of Sarawak. This study identified that there are eight important factors which affect customer loyalty on EEP brands. Using factor analysis, the components are grouped into the respective factors; country of origin (COO), brand equity (BE), satisfaction (SAT), affect, resistance to change (RTC), value, trust and corporate reputation (CR). Using multiple regression analysis, the results indicated that there are six variables affecting customer loyalty. The factors are RTC, CR, affect, SAT, values and BE, significantly the strong factors predicting customer loyalty on EEP brand. COO and trust factors are found not to be strong predictors. The findings suggested that Malaysian have low ethnocentric tendencies and do not stress on cultural differences. In addition, customers ranked the factors according to their importance. It was found that the order of the most important factors contributing to customers' loyalty is SAT followed by CR, COO, BE, trust, RTC, value and affect factors respectively. Comparisons between foreign and local EEP brands were also made. This study found that customer loyalty is influenced by the COO factor towards buying foreign brands; otherwise the concern is more on SAT factor when buying local brands. However, CR is the least important factor influencing customer loyalty to both local and foreign EEP brands. Further, it was found that there is a significant positive relationship between customer perceived factors and loyalty. The findings pointed out that as the importance of customer perceived factors increase, the higher level of loyalty would be. 2013 Thesis https://ir.uitm.edu.my/id/eprint/20429/ https://ir.uitm.edu.my/id/eprint/20429/6/20429.pdf text en public mphil masters Universiti Teknologi MARA (UiTM) Faculty of Business and Management Alwi, Mohd Rashidee
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Alwi, Mohd Rashidee
topic	Malaysia Malaysia
spellingShingle	Malaysia Malaysia Panit, Gloria The determinants and relationship of customer perceived factors on loyalty for electrical and electronic product brands in Sarawak / Gloria Panit
description	Customer loyalty is about appealing to the right customer, getting them to buy often and in higher quantities, as well as bringing in more customers. Although, many studies on loyalty have been done (e.g. Huang, 2009; Rowley, 2005; Reichheld, 2000), studies on factors affecting customer loyalty needs further attention especially for electrical and electronic product brands in developing countries. Furthermore, studies on loyalty have found dissimilar findings. 1971 respondents were selected for the purpose of this study. They are customers of EEP brands generally the households. These respondents were selected from four major cities of Sarawak. This study identified that there are eight important factors which affect customer loyalty on EEP brands. Using factor analysis, the components are grouped into the respective factors; country of origin (COO), brand equity (BE), satisfaction (SAT), affect, resistance to change (RTC), value, trust and corporate reputation (CR). Using multiple regression analysis, the results indicated that there are six variables affecting customer loyalty. The factors are RTC, CR, affect, SAT, values and BE, significantly the strong factors predicting customer loyalty on EEP brand. COO and trust factors are found not to be strong predictors. The findings suggested that Malaysian have low ethnocentric tendencies and do not stress on cultural differences. In addition, customers ranked the factors according to their importance. It was found that the order of the most important factors contributing to customers' loyalty is SAT followed by CR, COO, BE, trust, RTC, value and affect factors respectively. Comparisons between foreign and local EEP brands were also made. This study found that customer loyalty is influenced by the COO factor towards buying foreign brands; otherwise the concern is more on SAT factor when buying local brands. However, CR is the least important factor influencing customer loyalty to both local and foreign EEP brands. Further, it was found that there is a significant positive relationship between customer perceived factors and loyalty. The findings pointed out that as the importance of customer perceived factors increase, the higher level of loyalty would be.
format	Thesis
qualification_name	Master of Philosophy (M.Phil.)
qualification_level	Master's degree
author	Panit, Gloria
author_facet	Panit, Gloria
author_sort	Panit, Gloria
title	The determinants and relationship of customer perceived factors on loyalty for electrical and electronic product brands in Sarawak / Gloria Panit
title_short	The determinants and relationship of customer perceived factors on loyalty for electrical and electronic product brands in Sarawak / Gloria Panit
title_full	The determinants and relationship of customer perceived factors on loyalty for electrical and electronic product brands in Sarawak / Gloria Panit
title_fullStr	The determinants and relationship of customer perceived factors on loyalty for electrical and electronic product brands in Sarawak / Gloria Panit
title_full_unstemmed	The determinants and relationship of customer perceived factors on loyalty for electrical and electronic product brands in Sarawak / Gloria Panit
title_sort	determinants and relationship of customer perceived factors on loyalty for electrical and electronic product brands in sarawak / gloria panit
granting_institution	Universiti Teknologi MARA (UiTM)
granting_department	Faculty of Business and Management
publishDate	2013
url	https://ir.uitm.edu.my/id/eprint/20429/6/20429.pdf
_version_	1783733730344435712

The determinants and relationship of customer perceived factors on loyalty for electrical and electronic product brands in Sarawak / Gloria Panit

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