Examining the antecedents of rapport for determining customer retention and word-of-mouth in Malaysia private institutions of higher education / Nawawi Ibrahim

The aim of this thesis is to examine the impact of rapport on customer retention and word-of-mouth in Private IHEs in Malaysia. The literature has profoundly neglected to account for the role of rapport in determining customer retention and word-of-mouth, a shortcoming this thesis addresses. The ana...

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Main Author:	Ibrahim, Nawawi
Format:	Thesis
Language:	English
Published:	2021
Subjects:	Consumer behavior Consumers' preferences Consumer research Including consumer profiling
Online Access:	https://ir.uitm.edu.my/id/eprint/60977/1/60977.pdf
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id	my-uitm-ir.60977
record_format	uketd_dc
spelling	my-uitm-ir.609772022-06-03T07:35:31Z Examining the antecedents of rapport for determining customer retention and word-of-mouth in Malaysia private institutions of higher education / Nawawi Ibrahim 2021-10 Ibrahim, Nawawi Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Customer services. Customer relations The aim of this thesis is to examine the impact of rapport on customer retention and word-of-mouth in Private IHEs in Malaysia. The literature has profoundly neglected to account for the role of rapport in determining customer retention and word-of-mouth, a shortcoming this thesis addresses. The analyses began with assessing the effect of trust, commitment, communication and conflict handling ability on customer retention and word-of-mouth. Then the mediating effects of rapport was conducted on the four independent variables namely trust, commitment, communication and conflict handling and the two independent variables namely word-of-mouth and client retention. We do so to enable policy makers and academics to understand the influence of rapport with customer retention and word-of-mouth. Using simple random sample, we select 210 private IHEs from a population of 458 in Malaysia. The questionnaires were distributed in Kuala Lumpur and Kuching from January to June, 2015. SPSS and SEM using PLS were employed to analyse the research data. The results show that stronger trust, commitment and communication are positively related to customer retention and word-of-mouth. Also, stronger conflict handling ability is not positively related to customer retention and word-of-mouth. The results further show that rapport intervenes the relationship between trust, communication, conflict handling ability and word-of-mouth. Further, rapport intervenes the relationship between commitment, and conflict handling ability and customer retention. The significance of the study is that it may help the Private IHEs formulate appropriate strategies to develop and foster rapport between their employees and customers. 2021-10 Thesis https://ir.uitm.edu.my/id/eprint/60977/ https://ir.uitm.edu.my/id/eprint/60977/1/60977.pdf text en public phd doctoral Universiti Teknologi MARA Faculty of Business and Management Saban, Gluma (Dr.)
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Saban, Gluma (Dr.)
topic	Consumer behavior Consumers' preferences Consumer research Including consumer profiling Consumer behavior Consumers' preferences Consumer research Including consumer profiling
spellingShingle	Consumer behavior Consumers' preferences Consumer research Including consumer profiling Consumer behavior Consumers' preferences Consumer research Including consumer profiling Ibrahim, Nawawi Examining the antecedents of rapport for determining customer retention and word-of-mouth in Malaysia private institutions of higher education / Nawawi Ibrahim
description	The aim of this thesis is to examine the impact of rapport on customer retention and word-of-mouth in Private IHEs in Malaysia. The literature has profoundly neglected to account for the role of rapport in determining customer retention and word-of-mouth, a shortcoming this thesis addresses. The analyses began with assessing the effect of trust, commitment, communication and conflict handling ability on customer retention and word-of-mouth. Then the mediating effects of rapport was conducted on the four independent variables namely trust, commitment, communication and conflict handling and the two independent variables namely word-of-mouth and client retention. We do so to enable policy makers and academics to understand the influence of rapport with customer retention and word-of-mouth. Using simple random sample, we select 210 private IHEs from a population of 458 in Malaysia. The questionnaires were distributed in Kuala Lumpur and Kuching from January to June, 2015. SPSS and SEM using PLS were employed to analyse the research data. The results show that stronger trust, commitment and communication are positively related to customer retention and word-of-mouth. Also, stronger conflict handling ability is not positively related to customer retention and word-of-mouth. The results further show that rapport intervenes the relationship between trust, communication, conflict handling ability and word-of-mouth. Further, rapport intervenes the relationship between commitment, and conflict handling ability and customer retention. The significance of the study is that it may help the Private IHEs formulate appropriate strategies to develop and foster rapport between their employees and customers.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Ibrahim, Nawawi
author_facet	Ibrahim, Nawawi
author_sort	Ibrahim, Nawawi
title	Examining the antecedents of rapport for determining customer retention and word-of-mouth in Malaysia private institutions of higher education / Nawawi Ibrahim
title_short	Examining the antecedents of rapport for determining customer retention and word-of-mouth in Malaysia private institutions of higher education / Nawawi Ibrahim
title_full	Examining the antecedents of rapport for determining customer retention and word-of-mouth in Malaysia private institutions of higher education / Nawawi Ibrahim
title_fullStr	Examining the antecedents of rapport for determining customer retention and word-of-mouth in Malaysia private institutions of higher education / Nawawi Ibrahim
title_full_unstemmed	Examining the antecedents of rapport for determining customer retention and word-of-mouth in Malaysia private institutions of higher education / Nawawi Ibrahim
title_sort	examining the antecedents of rapport for determining customer retention and word-of-mouth in malaysia private institutions of higher education / nawawi ibrahim
granting_institution	Universiti Teknologi MARA
granting_department	Faculty of Business and Management
publishDate	2021
url	https://ir.uitm.edu.my/id/eprint/60977/1/60977.pdf
_version_	1783735195201961984

Examining the antecedents of rapport for determining customer retention and word-of-mouth in Malaysia private institutions of higher education / Nawawi Ibrahim

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