Customer loyalty and the effects of commitment towards suppliers in Malaysian electrical and electronics manufacturing industry

This study investigates the influences of product quality, and prominent relational elements, namely trust, cooperation, and communication, on customer loyalty, and mediating effects of commitment in Malaysian electrical and electronics manufacturing industry. The study utilizes quantitative methodo...

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Main Author:	Leong, Soon Chee
Format:	Thesis
Language:	eng eng eng
Published:	2019
Subjects:	HD28-70 Management Industrial Management
Online Access:	https://etd.uum.edu.my/8353/1/Deposit%20Permission_s900529.pdf https://etd.uum.edu.my/8353/2/s900529_01.pdf https://etd.uum.edu.my/8353/3/s900529%20references.docx
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spelling	my-uum-etd.83532021-06-16T01:18:51Z Customer loyalty and the effects of commitment towards suppliers in Malaysian electrical and electronics manufacturing industry 2019 Leong, Soon Chee Abdul Rahman, Maria Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HD28-70 Management. Industrial Management This study investigates the influences of product quality, and prominent relational elements, namely trust, cooperation, and communication, on customer loyalty, and mediating effects of commitment in Malaysian electrical and electronics manufacturing industry. The study utilizes quantitative methodology, where survey questionnaires are sent to Malaysian electrical and electronics manufacturing firms, which are randomly selected from two directories. A total of 267 returned and useable survey questionnaires are accepted for data analysis, which consists of data screening, response rate, descriptive statistics, PLS-SEM, and mediation effects. PLS-SEM analysis findings determine that product quality and cooperation have significant influences on customer loyalty. In contrast, trust and communication do not have significant influences on customer loyalty. Mediation effect analysis findings establish that commitment significantly mediates the four relationships between product quality and customer loyalty, trust and customer loyalty, cooperation and customer loyalty, and communication and customer loyalty. Two relationships between product quality and customer loyalty, and cooperation and customer loyalty are partially mediated by commitment. The other two relationships between trust and customer loyalty, and communication and customer loyalty are fully mediated by commitment. This study has managerial implications for the Malaysian electrical and electronics manufacturing industry, where customer loyalty can be developed with influences of product quality and relational elements, in which not all of them develop customer loyalty in similar ways; only cooperation has direct influence on customer loyalty. Nevertheless, with the presence of mediating effects of commitment, all three relational elements (trust, communication, and cooperation) can develop customer loyalty indirectly. 2019 Thesis https://etd.uum.edu.my/8353/ https://etd.uum.edu.my/8353/1/Deposit%20Permission_s900529.pdf text eng staffonly https://etd.uum.edu.my/8353/2/s900529_01.pdf text eng public https://etd.uum.edu.my/8353/3/s900529%20references.docx text eng public other doctoral Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng eng
advisor	Abdul Rahman, Maria
topic	HD28-70 Management Industrial Management
spellingShingle	HD28-70 Management Industrial Management Leong, Soon Chee Customer loyalty and the effects of commitment towards suppliers in Malaysian electrical and electronics manufacturing industry
description	This study investigates the influences of product quality, and prominent relational elements, namely trust, cooperation, and communication, on customer loyalty, and mediating effects of commitment in Malaysian electrical and electronics manufacturing industry. The study utilizes quantitative methodology, where survey questionnaires are sent to Malaysian electrical and electronics manufacturing firms, which are randomly selected from two directories. A total of 267 returned and useable survey questionnaires are accepted for data analysis, which consists of data screening, response rate, descriptive statistics, PLS-SEM, and mediation effects. PLS-SEM analysis findings determine that product quality and cooperation have significant influences on customer loyalty. In contrast, trust and communication do not have significant influences on customer loyalty. Mediation effect analysis findings establish that commitment significantly mediates the four relationships between product quality and customer loyalty, trust and customer loyalty, cooperation and customer loyalty, and communication and customer loyalty. Two relationships between product quality and customer loyalty, and cooperation and customer loyalty are partially mediated by commitment. The other two relationships between trust and customer loyalty, and communication and customer loyalty are fully mediated by commitment. This study has managerial implications for the Malaysian electrical and electronics manufacturing industry, where customer loyalty can be developed with influences of product quality and relational elements, in which not all of them develop customer loyalty in similar ways; only cooperation has direct influence on customer loyalty. Nevertheless, with the presence of mediating effects of commitment, all three relational elements (trust, communication, and cooperation) can develop customer loyalty indirectly.
format	Thesis
qualification_name	other
qualification_level	Doctorate
author	Leong, Soon Chee
author_facet	Leong, Soon Chee
author_sort	Leong, Soon Chee
title	Customer loyalty and the effects of commitment towards suppliers in Malaysian electrical and electronics manufacturing industry
title_short	Customer loyalty and the effects of commitment towards suppliers in Malaysian electrical and electronics manufacturing industry
title_full	Customer loyalty and the effects of commitment towards suppliers in Malaysian electrical and electronics manufacturing industry
title_fullStr	Customer loyalty and the effects of commitment towards suppliers in Malaysian electrical and electronics manufacturing industry
title_full_unstemmed	Customer loyalty and the effects of commitment towards suppliers in Malaysian electrical and electronics manufacturing industry
title_sort	customer loyalty and the effects of commitment towards suppliers in malaysian electrical and electronics manufacturing industry
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2019
url	https://etd.uum.edu.my/8353/1/Deposit%20Permission_s900529.pdf https://etd.uum.edu.my/8353/2/s900529_01.pdf https://etd.uum.edu.my/8353/3/s900529%20references.docx
_version_	1747828377748766720

Customer loyalty and the effects of commitment towards suppliers in Malaysian electrical and electronics manufacturing industry

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