Customers loyalty towards Kompleks Tabung Haji Kota Kinabalu / Zurina Ismail

This research is a study on customers' loyalty towards Kompleks Tabung Haji Kota Kinabalu (KTHKK).The objective of this research is to evaluate the customer satisfaction level on services and facilities provided by the KTHKK and also to determine the willingness of the visitors to be loyal with...

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Main Author:	Ismail, Zurina
Format:	Thesis
Language:	English
Published:	2006
Subjects:	Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/94992/1/94992.pdf
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id	my-uitm-ir.94992
record_format	uketd_dc
spelling	my-uitm-ir.949922024-05-10T08:09:19Z Customers loyalty towards Kompleks Tabung Haji Kota Kinabalu / Zurina Ismail 2006 Ismail, Zurina Consumer satisfaction This research is a study on customers' loyalty towards Kompleks Tabung Haji Kota Kinabalu (KTHKK).The objective of this research is to evaluate the customer satisfaction level on services and facilities provided by the KTHKK and also to determine the willingness of the visitors to be loyal with the KTHKK. There are ten major elements that used in this research to determine the level of satisfaction towards KTHKK such as room services, staff performance, guest room, facilities, restaurant, lobby, cleanliness, timeliness and ambiance and atmosphere. Loyalty of a firm's customer has been recognized as the dominant factor in a business organization's success. Customers' loyalty towards KTHKK was measured by 3 items such as their willingness to return, their positive word of mouth intention and their willingness to not switch to other brands. Using data collected from Kompleks Tabung Haji Kota Kinabalu indicate that most of visitors were satisfied with the room services, staff performance, guest room, facilities, restaurant, lobby, time taken in providing service, cleanliness, ambience and atmosphere. Furthermore, the findings also imply that visitors were willing to be loyal with the KTHKK. 2006 Thesis https://ir.uitm.edu.my/id/eprint/94992/ https://ir.uitm.edu.my/id/eprint/94992/1/94992.pdf text en public Universiti Teknologi MARA, Sabah Faculty of Business and Management
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Consumer satisfaction
spellingShingle	Consumer satisfaction Ismail, Zurina Customers loyalty towards Kompleks Tabung Haji Kota Kinabalu / Zurina Ismail
description	This research is a study on customers' loyalty towards Kompleks Tabung Haji Kota Kinabalu (KTHKK).The objective of this research is to evaluate the customer satisfaction level on services and facilities provided by the KTHKK and also to determine the willingness of the visitors to be loyal with the KTHKK. There are ten major elements that used in this research to determine the level of satisfaction towards KTHKK such as room services, staff performance, guest room, facilities, restaurant, lobby, cleanliness, timeliness and ambiance and atmosphere. Loyalty of a firm's customer has been recognized as the dominant factor in a business organization's success. Customers' loyalty towards KTHKK was measured by 3 items such as their willingness to return, their positive word of mouth intention and their willingness to not switch to other brands. Using data collected from Kompleks Tabung Haji Kota Kinabalu indicate that most of visitors were satisfied with the room services, staff performance, guest room, facilities, restaurant, lobby, time taken in providing service, cleanliness, ambience and atmosphere. Furthermore, the findings also imply that visitors were willing to be loyal with the KTHKK.
format	Thesis
author	Ismail, Zurina
author_facet	Ismail, Zurina
author_sort	Ismail, Zurina
title	Customers loyalty towards Kompleks Tabung Haji Kota Kinabalu / Zurina Ismail
title_short	Customers loyalty towards Kompleks Tabung Haji Kota Kinabalu / Zurina Ismail
title_full	Customers loyalty towards Kompleks Tabung Haji Kota Kinabalu / Zurina Ismail
title_fullStr	Customers loyalty towards Kompleks Tabung Haji Kota Kinabalu / Zurina Ismail
title_full_unstemmed	Customers loyalty towards Kompleks Tabung Haji Kota Kinabalu / Zurina Ismail
title_sort	customers loyalty towards kompleks tabung haji kota kinabalu / zurina ismail
granting_institution	Universiti Teknologi MARA, Sabah
granting_department	Faculty of Business and Management
publishDate	2006
url	https://ir.uitm.edu.my/id/eprint/94992/1/94992.pdf
_version_	1804889940271562752

Customers loyalty towards Kompleks Tabung Haji Kota Kinabalu / Zurina Ismail

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