Hubungan Strategik antara Pemasaran dan Kesetiaan Pengguna di Telekom Malaysia
This research explores the impact of relationship marketing on customer loyalty in telecommunication sector. A survey of users of products and services in Telekom Malaysia was conducted to determine the significance and influence of the underpinnings of the relationship marketing such as trust, com...
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2010
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my-uum-etd.24542013-07-24T12:16:05Z Hubungan Strategik antara Pemasaran dan Kesetiaan Pengguna di Telekom Malaysia 2010-12 Suhaida Herni, Suffarruddin Abdullah, Haim Hilman College of Business (COB) College of Business HF5415.33 Consumer Behavior. This research explores the impact of relationship marketing on customer loyalty in telecommunication sector. A survey of users of products and services in Telekom Malaysia was conducted to determine the significance and influence of the underpinnings of the relationship marketing such as trust, commitment, communication and conflict handlings on costumer' loyalty in the telecommunication sector. A total of 128 usable questionnaires were obtained from total of 150 questionnaires distributed. The flndings shows that the four(4) variable namely trust, commitment, communication and conflict handling, were important in determining and influencing customer' loyalty. Since the results of the research showed that customer' loyalty is related to trust, commitment, communication and conflict handling factors, therefore Telekom Malaysia need to consider these factors and provide the right tenant mixes, services, and other facilities that are essential for attracting customer. 2010-12 Thesis https://etd.uum.edu.my/2454/ https://etd.uum.edu.my/2454/1/Suhaida_Herni_Suffarruddin.pdf application/pdf eng validuser https://etd.uum.edu.my/2454/2/1.Suhaida_Herni_Suffarruddin.pdf application/pdf eng public http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000767962 masters masters Universiti Utara Malaysia |
| institution |
Universiti Utara Malaysia |
| collection |
UUM ETD |
| language |
eng eng |
| advisor |
Abdullah, Haim Hilman |
| topic |
HF5415.33 Consumer Behavior. |
| spellingShingle |
HF5415.33 Consumer Behavior. Suhaida Herni, Suffarruddin Hubungan Strategik antara Pemasaran dan Kesetiaan Pengguna di Telekom Malaysia |
| description |
This research explores the impact of relationship marketing on customer loyalty in telecommunication sector. A survey of users of products and services in Telekom Malaysia was conducted to determine the significance and influence of the
underpinnings of the relationship marketing such as trust, commitment, communication and conflict handlings on costumer' loyalty in the telecommunication sector. A total of 128 usable questionnaires were obtained from total of 150
questionnaires distributed. The flndings shows that the four(4) variable namely trust, commitment, communication and conflict handling, were important in determining and influencing customer' loyalty. Since the results of the research showed that customer' loyalty is related to trust, commitment, communication and conflict handling factors, therefore Telekom Malaysia need to consider these factors and provide the right tenant mixes, services, and other facilities that are essential for attracting customer. |
| format |
Thesis |
| qualification_name |
masters |
| qualification_level |
Master's degree |
| author |
Suhaida Herni, Suffarruddin |
| author_facet |
Suhaida Herni, Suffarruddin |
| author_sort |
Suhaida Herni, Suffarruddin |
| title |
Hubungan Strategik antara Pemasaran dan Kesetiaan Pengguna di Telekom Malaysia |
| title_short |
Hubungan Strategik antara Pemasaran dan Kesetiaan Pengguna di Telekom Malaysia |
| title_full |
Hubungan Strategik antara Pemasaran dan Kesetiaan Pengguna di Telekom Malaysia |
| title_fullStr |
Hubungan Strategik antara Pemasaran dan Kesetiaan Pengguna di Telekom Malaysia |
| title_full_unstemmed |
Hubungan Strategik antara Pemasaran dan Kesetiaan Pengguna di Telekom Malaysia |
| title_sort |
hubungan strategik antara pemasaran dan kesetiaan pengguna di telekom malaysia |
| granting_institution |
Universiti Utara Malaysia |
| granting_department |
College of Business (COB) |
| publishDate |
2010 |
| url |
https://etd.uum.edu.my/2454/1/Suhaida_Herni_Suffarruddin.pdf https://etd.uum.edu.my/2454/2/1.Suhaida_Herni_Suffarruddin.pdf |
| _version_ |
1747827349051670528 |