Relationship between organizational factors and government policy with customer loyalty: a case study of MBSB / Putri Rabiatuladawiyah Othman and Nurul Huda Awang

The aim of this study is to find the factors that contribute to the customer loyalty towards Retail Business Division at Malaysia Building Society Berhad (MBSB). The study only focuses on Retail Business Division at MBSB Kuala Terengganu Branch. This research is expected to investigate to what exten...

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Main Authors:	Othman, Putri Rabiatuladawiyah, Awang, Nurul Huda
Format:	Thesis
Language:	English
Published:	2015
Subjects:	Consumer behavior Consumers' preferences Consumer research Including consumer profiling
Online Access:	https://ir.uitm.edu.my/id/eprint/89973/1/89973.pdf
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id	my-uitm-ir.89973
record_format	uketd_dc
spelling	my-uitm-ir.899732024-02-02T08:13:36Z Relationship between organizational factors and government policy with customer loyalty: a case study of MBSB / Putri Rabiatuladawiyah Othman and Nurul Huda Awang 2015 Othman, Putri Rabiatuladawiyah Awang, Nurul Huda Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling The aim of this study is to find the factors that contribute to the customer loyalty towards Retail Business Division at Malaysia Building Society Berhad (MBSB). The study only focuses on Retail Business Division at MBSB Kuala Terengganu Branch. This research is expected to investigate to what extent the selected independent variables are significant in the study. There are three independent variables in this study which are categorized under internal factors (1) corporate image (2) product and service offered and (3) service personnel. There is one independent variable under external factor. (1) Government rules and regulation. Researcher using primary data to get the information by distribute questionnaire to the respondents. The respondents of this study consist of customers of Retail Business Division at MBSB Kuala Terengganu Branch. Researcher used several analyses to test the data such as Frequencies Analysis, Reliability Analysis, Correlation Analysis, Regression Analysis and Hypotheses Testing. The result of this investigation revealed that all the four selected independent variables are significant in influencing the loyalty of the customers towards Retail Business Division at MBSB Kuala Terengganu Branch. By undertaking this research it can help MBSB to improve their service and product offered and awareness about what actually required by customer hence become top financial institutions in Malaysia. 2015 Thesis https://ir.uitm.edu.my/id/eprint/89973/ https://ir.uitm.edu.my/id/eprint/89973/1/89973.pdf text en public masters Universiti Teknologi MARA, Terengganu Faculty Of Business Management Mansor, Norudin
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Mansor, Norudin
topic	Consumer behavior Consumers' preferences Consumer research Including consumer profiling
spellingShingle	Consumer behavior Consumers' preferences Consumer research Including consumer profiling Othman, Putri Rabiatuladawiyah Awang, Nurul Huda Relationship between organizational factors and government policy with customer loyalty: a case study of MBSB / Putri Rabiatuladawiyah Othman and Nurul Huda Awang
description	The aim of this study is to find the factors that contribute to the customer loyalty towards Retail Business Division at Malaysia Building Society Berhad (MBSB). The study only focuses on Retail Business Division at MBSB Kuala Terengganu Branch. This research is expected to investigate to what extent the selected independent variables are significant in the study. There are three independent variables in this study which are categorized under internal factors (1) corporate image (2) product and service offered and (3) service personnel. There is one independent variable under external factor. (1) Government rules and regulation. Researcher using primary data to get the information by distribute questionnaire to the respondents. The respondents of this study consist of customers of Retail Business Division at MBSB Kuala Terengganu Branch. Researcher used several analyses to test the data such as Frequencies Analysis, Reliability Analysis, Correlation Analysis, Regression Analysis and Hypotheses Testing. The result of this investigation revealed that all the four selected independent variables are significant in influencing the loyalty of the customers towards Retail Business Division at MBSB Kuala Terengganu Branch. By undertaking this research it can help MBSB to improve their service and product offered and awareness about what actually required by customer hence become top financial institutions in Malaysia.
format	Thesis
qualification_level	Master's degree
author	Othman, Putri Rabiatuladawiyah Awang, Nurul Huda
author_facet	Othman, Putri Rabiatuladawiyah Awang, Nurul Huda
author_sort	Othman, Putri Rabiatuladawiyah
title	Relationship between organizational factors and government policy with customer loyalty: a case study of MBSB / Putri Rabiatuladawiyah Othman and Nurul Huda Awang
title_short	Relationship between organizational factors and government policy with customer loyalty: a case study of MBSB / Putri Rabiatuladawiyah Othman and Nurul Huda Awang
title_full	Relationship between organizational factors and government policy with customer loyalty: a case study of MBSB / Putri Rabiatuladawiyah Othman and Nurul Huda Awang
title_fullStr	Relationship between organizational factors and government policy with customer loyalty: a case study of MBSB / Putri Rabiatuladawiyah Othman and Nurul Huda Awang
title_full_unstemmed	Relationship between organizational factors and government policy with customer loyalty: a case study of MBSB / Putri Rabiatuladawiyah Othman and Nurul Huda Awang
title_sort	relationship between organizational factors and government policy with customer loyalty: a case study of mbsb / putri rabiatuladawiyah othman and nurul huda awang
granting_institution	Universiti Teknologi MARA, Terengganu
granting_department	Faculty Of Business Management
publishDate	2015
url	https://ir.uitm.edu.my/id/eprint/89973/1/89973.pdf
_version_	1794192228505092096

Relationship between organizational factors and government policy with customer loyalty: a case study of MBSB / Putri Rabiatuladawiyah Othman and Nurul Huda Awang

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