Customer loyalty: A case study of Bank Rakyat, Melawati branch, Kuala Lumpur / Norsaliza Mohd Saad

In a service business, quality depends on the customer's experience with delivery because, unlike products, services are experienced while they are produced. Studies from the service literature emphasize the importance of quality perceptions and the relationship between service satisfaction and...

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Bibliographic Details
Main Author:	Mohd Saad, Norsaliza
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2006
Subjects:	Customer services. Customer relations
Online Access:	http://ir.uitm.edu.my/id/eprint/19325/ http://ir.uitm.edu.my/id/eprint/19325/1/PPb_NORSALIZA%20MOHD%20SAAD%20BM%2006_5.pdf

id	uitm-19325
recordtype	eprints
spelling	uitm-193252018-02-22T08:30:33Z http://ir.uitm.edu.my/id/eprint/19325/ Customer loyalty: A case study of Bank Rakyat, Melawati branch, Kuala Lumpur / Norsaliza Mohd Saad Mohd Saad, Norsaliza Customer services. Customer relations In a service business, quality depends on the customer's experience with delivery because, unlike products, services are experienced while they are produced. Studies from the service literature emphasize the importance of quality perceptions and the relationship between service satisfaction and quality toward customer loyalty. There is evidence to suggest that service quality leads to customer satisfaction and helps to keep existing customers and attract new ones. This project paper, describe a study designed to examine the most determinants of service quality. The study sample comprised 31 customers. A comprehensive frequency analysis was conducted to reveal the determinants of service quality. From the analysis, service product found to be most important determinants of selvice quality. It shown that, the most customers satisfied with the product service provide by Bank Rakyat. Customers associated with the decision making process for personal banking service and provide a rough measure of the effectiveness of the various bank's effort to market new product and services. From the study, researcher collect data from the customers of Bank Rakyat, Melawati branch, Kuala Lumpur.The data is analyzed and processed by using Statistical Package for Social Sciences (SPSS). Frequency table and correlation is used to analyze the data. Lastly, from the findings, conclusion and recommendations is made to improve the performance of Bank Rakyat, Melawati branch, Kuala Lumpur. Faculty of Business and Management 2006 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/19325/1/PPb_NORSALIZA%20MOHD%20SAAD%20BM%2006_5.pdf Mohd Saad, Norsaliza (2006) Customer loyalty: A case study of Bank Rakyat, Melawati branch, Kuala Lumpur / Norsaliza Mohd Saad. [Student Project] (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Customer services. Customer relations
spellingShingle	Customer services. Customer relations Mohd Saad, Norsaliza Customer loyalty: A case study of Bank Rakyat, Melawati branch, Kuala Lumpur / Norsaliza Mohd Saad
description	In a service business, quality depends on the customer's experience with delivery because, unlike products, services are experienced while they are produced. Studies from the service literature emphasize the importance of quality perceptions and the relationship between service satisfaction and quality toward customer loyalty. There is evidence to suggest that service quality leads to customer satisfaction and helps to keep existing customers and attract new ones. This project paper, describe a study designed to examine the most determinants of service quality. The study sample comprised 31 customers. A comprehensive frequency analysis was conducted to reveal the determinants of service quality. From the analysis, service product found to be most important determinants of selvice quality. It shown that, the most customers satisfied with the product service provide by Bank Rakyat. Customers associated with the decision making process for personal banking service and provide a rough measure of the effectiveness of the various bank's effort to market new product and services. From the study, researcher collect data from the customers of Bank Rakyat, Melawati branch, Kuala Lumpur.The data is analyzed and processed by using Statistical Package for Social Sciences (SPSS). Frequency table and correlation is used to analyze the data. Lastly, from the findings, conclusion and recommendations is made to improve the performance of Bank Rakyat, Melawati branch, Kuala Lumpur.
format	Student Project
author	Mohd Saad, Norsaliza
author_facet	Mohd Saad, Norsaliza
author_sort	Mohd Saad, Norsaliza
title	Customer loyalty: A case study of Bank Rakyat, Melawati branch, Kuala Lumpur / Norsaliza Mohd Saad
title_short	Customer loyalty: A case study of Bank Rakyat, Melawati branch, Kuala Lumpur / Norsaliza Mohd Saad
title_full	Customer loyalty: A case study of Bank Rakyat, Melawati branch, Kuala Lumpur / Norsaliza Mohd Saad
title_fullStr	Customer loyalty: A case study of Bank Rakyat, Melawati branch, Kuala Lumpur / Norsaliza Mohd Saad
title_full_unstemmed	Customer loyalty: A case study of Bank Rakyat, Melawati branch, Kuala Lumpur / Norsaliza Mohd Saad
title_sort	customer loyalty: a case study of bank rakyat, melawati branch, kuala lumpur / norsaliza mohd saad
publisher	Faculty of Business and Management
publishDate	2006
url	http://ir.uitm.edu.my/id/eprint/19325/ http://ir.uitm.edu.my/id/eprint/19325/1/PPb_NORSALIZA%20MOHD%20SAAD%20BM%2006_5.pdf
first_indexed	2023-09-18T23:02:19Z
last_indexed	2023-09-18T23:02:19Z
_version_	1777418255395192832

Customer loyalty: A case study of Bank Rakyat, Melawati branch, Kuala Lumpur / Norsaliza Mohd Saad

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