The analysis on how corporate image, service quality, customer satisfaction enhance customer loyalty towards Kopcel shoppe among members of KCB’s. Case study at Menara Celcom, Jalan Semarak, Kuala Lumpur / Nur Nazihah Raman

The main objectives of this study were to identify attributes that influence Customer Loyalty and determine their relationships with Customer Loyalty. The variables includes in this research are Corporate Image, Service quality and Customer Satisfaction as independent variables and Customer Loyalty...

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Main Author:	Raman, Nur Nazihah
Format:	Thesis
Language:	English
Published:	2011
Subjects:	Branding (Marketing) Malaysia
Online Access:	https://ir.uitm.edu.my/id/eprint/32847/1/32847.pdf
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id	my-uitm-ir.32847
record_format	uketd_dc
spelling	my-uitm-ir.328472020-07-28T02:31:54Z The analysis on how corporate image, service quality, customer satisfaction enhance customer loyalty towards Kopcel shoppe among members of KCB’s. Case study at Menara Celcom, Jalan Semarak, Kuala Lumpur / Nur Nazihah Raman 2011 Raman, Nur Nazihah Branding (Marketing) Malaysia Malaysia Customer services. Customer relations The main objectives of this study were to identify attributes that influence Customer Loyalty and determine their relationships with Customer Loyalty. The variables includes in this research are Corporate Image, Service quality and Customer Satisfaction as independent variables and Customer Loyalty as the dependent variables. A survey questionaire which consisted of three parts to measure demographic profiles, three independent variables and one dependent variables was constructed based on items determined by past researcher. The questionnaire distributed by email. 408 respondents from member’s of KCB that working in Menara Celcom were selected as a sampling frame, only 192 of them respont the questionnaire given. All the findings in this research were analyzed by using SPSS 17.0. The result showed that all of the correlation between variables were significant and has positive relationship to each other. The highest correlation is customer satisfaction towards customer loyalty followed by corporate image towards customer loyalty . Since this research can be implemented to the new Kopcel Shoppe, so that the organization need to do something to upgrade the Corporate Image of new Kopcel Shoppe at Wisma Celcom 2011 Thesis https://ir.uitm.edu.my/id/eprint/32847/ https://ir.uitm.edu.my/id/eprint/32847/1/32847.pdf text en public degree Universiti Teknologi MARA Cawangan Kelantan Faculty of Computer and Mathematical Sciences Hamzah, Nor Hazreeni
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Hamzah, Nor Hazreeni
topic	Branding (Marketing) Malaysia Malaysia Branding (Marketing)
spellingShingle	Branding (Marketing) Malaysia Malaysia Branding (Marketing) Raman, Nur Nazihah The analysis on how corporate image, service quality, customer satisfaction enhance customer loyalty towards Kopcel shoppe among members of KCB’s. Case study at Menara Celcom, Jalan Semarak, Kuala Lumpur / Nur Nazihah Raman
description	The main objectives of this study were to identify attributes that influence Customer Loyalty and determine their relationships with Customer Loyalty. The variables includes in this research are Corporate Image, Service quality and Customer Satisfaction as independent variables and Customer Loyalty as the dependent variables. A survey questionaire which consisted of three parts to measure demographic profiles, three independent variables and one dependent variables was constructed based on items determined by past researcher. The questionnaire distributed by email. 408 respondents from member’s of KCB that working in Menara Celcom were selected as a sampling frame, only 192 of them respont the questionnaire given. All the findings in this research were analyzed by using SPSS 17.0. The result showed that all of the correlation between variables were significant and has positive relationship to each other. The highest correlation is customer satisfaction towards customer loyalty followed by corporate image towards customer loyalty . Since this research can be implemented to the new Kopcel Shoppe, so that the organization need to do something to upgrade the Corporate Image of new Kopcel Shoppe at Wisma Celcom
format	Thesis
qualification_level	Bachelor degree
author	Raman, Nur Nazihah
author_facet	Raman, Nur Nazihah
author_sort	Raman, Nur Nazihah
title	The analysis on how corporate image, service quality, customer satisfaction enhance customer loyalty towards Kopcel shoppe among members of KCB’s. Case study at Menara Celcom, Jalan Semarak, Kuala Lumpur / Nur Nazihah Raman
title_short	The analysis on how corporate image, service quality, customer satisfaction enhance customer loyalty towards Kopcel shoppe among members of KCB’s. Case study at Menara Celcom, Jalan Semarak, Kuala Lumpur / Nur Nazihah Raman
title_full	The analysis on how corporate image, service quality, customer satisfaction enhance customer loyalty towards Kopcel shoppe among members of KCB’s. Case study at Menara Celcom, Jalan Semarak, Kuala Lumpur / Nur Nazihah Raman
title_fullStr	The analysis on how corporate image, service quality, customer satisfaction enhance customer loyalty towards Kopcel shoppe among members of KCB’s. Case study at Menara Celcom, Jalan Semarak, Kuala Lumpur / Nur Nazihah Raman
title_full_unstemmed	The analysis on how corporate image, service quality, customer satisfaction enhance customer loyalty towards Kopcel shoppe among members of KCB’s. Case study at Menara Celcom, Jalan Semarak, Kuala Lumpur / Nur Nazihah Raman
title_sort	analysis on how corporate image, service quality, customer satisfaction enhance customer loyalty towards kopcel shoppe among members of kcb’s. case study at menara celcom, jalan semarak, kuala lumpur / nur nazihah raman
granting_institution	Universiti Teknologi MARA Cawangan Kelantan
granting_department	Faculty of Computer and Mathematical Sciences
publishDate	2011
url	https://ir.uitm.edu.my/id/eprint/32847/1/32847.pdf
_version_	1783734185014329344

The analysis on how corporate image, service quality, customer satisfaction enhance customer loyalty towards Kopcel shoppe among members of KCB’s. Case study at Menara Celcom, Jalan Semarak, Kuala Lumpur / Nur Nazihah Raman

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