The impact of the underpinnings of relationship marketing on customer loyalty in Telekom Malaysia / Nurfadhilah Basri

The development of effective customer relationships is increasingly recognized as an important component of marketing strategies. The purpose of this research is to examine the impact of relationship marketing underpinnings namely, trust, commitment, communication and conflict handling on the qualit...

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Bibliographic Details
Main Author:	Basri, Nurfadhilah
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2008
Subjects:	Telecommunication industry. Telegraph Market surveys. Including brand choice. Brand loyalty Customer services. Customer relations
Online Access:	http://ir.uitm.edu.my/id/eprint/21192/ http://ir.uitm.edu.my/id/eprint/21192/1/PPb_NURFADHILAH%20BASRI%20M%20BM%2008_5.pdf

id	uitm-21192
recordtype	eprints
spelling	uitm-211922018-09-25T05:07:44Z http://ir.uitm.edu.my/id/eprint/21192/ The impact of the underpinnings of relationship marketing on customer loyalty in Telekom Malaysia / Nurfadhilah Basri Basri, Nurfadhilah Telecommunication industry. Telegraph Market surveys. Including brand choice. Brand loyalty Customer services. Customer relations The development of effective customer relationships is increasingly recognized as an important component of marketing strategies. The purpose of this research is to examine the impact of relationship marketing underpinnings namely, trust, commitment, communication and conflict handling on the quality of firm-customer relationship as well as the levels of contribution of these underpinnings on customer loyalty in Telekom. For the purpose of this research, the descriptive research was used 60 questionnaires were distributed to customers of TM Bukit Raja Klang, and collected using nonprobability sampling technique. Questionnaires were distributed as the survey instrument as the source of primary data, other reliable resources would serve as secondary data. The statistical package for the social science (spss) version 11.0 has been used to summarize the data. The results are in the form of reliability testing, frequency, descriptive and correlation. Based on this research, the results support most of the hypothesized relationships. There is a signiftcant positive relationship between trust, commitment, communication and conflict handling on customer loyalty. Faculty of Business and Management 2008 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/21192/1/PPb_NURFADHILAH%20BASRI%20M%20BM%2008_5.pdf Basri, Nurfadhilah (2008) The impact of the underpinnings of relationship marketing on customer loyalty in Telekom Malaysia / Nurfadhilah Basri. [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	Telecommunication industry. Telegraph Market surveys. Including brand choice. Brand loyalty Customer services. Customer relations
spellingShingle	Telecommunication industry. Telegraph Market surveys. Including brand choice. Brand loyalty Customer services. Customer relations Basri, Nurfadhilah The impact of the underpinnings of relationship marketing on customer loyalty in Telekom Malaysia / Nurfadhilah Basri
description	The development of effective customer relationships is increasingly recognized as an important component of marketing strategies. The purpose of this research is to examine the impact of relationship marketing underpinnings namely, trust, commitment, communication and conflict handling on the quality of firm-customer relationship as well as the levels of contribution of these underpinnings on customer loyalty in Telekom. For the purpose of this research, the descriptive research was used 60 questionnaires were distributed to customers of TM Bukit Raja Klang, and collected using nonprobability sampling technique. Questionnaires were distributed as the survey instrument as the source of primary data, other reliable resources would serve as secondary data. The statistical package for the social science (spss) version 11.0 has been used to summarize the data. The results are in the form of reliability testing, frequency, descriptive and correlation. Based on this research, the results support most of the hypothesized relationships. There is a signiftcant positive relationship between trust, commitment, communication and conflict handling on customer loyalty.
format	Student Project
author	Basri, Nurfadhilah
author_facet	Basri, Nurfadhilah
author_sort	Basri, Nurfadhilah
title	The impact of the underpinnings of relationship marketing on customer loyalty in Telekom Malaysia / Nurfadhilah Basri
title_short	The impact of the underpinnings of relationship marketing on customer loyalty in Telekom Malaysia / Nurfadhilah Basri
title_full	The impact of the underpinnings of relationship marketing on customer loyalty in Telekom Malaysia / Nurfadhilah Basri
title_fullStr	The impact of the underpinnings of relationship marketing on customer loyalty in Telekom Malaysia / Nurfadhilah Basri
title_full_unstemmed	The impact of the underpinnings of relationship marketing on customer loyalty in Telekom Malaysia / Nurfadhilah Basri
title_sort	impact of the underpinnings of relationship marketing on customer loyalty in telekom malaysia / nurfadhilah basri
publisher	Faculty of Business and Management
publishDate	2008
url	http://ir.uitm.edu.my/id/eprint/21192/ http://ir.uitm.edu.my/id/eprint/21192/1/PPb_NURFADHILAH%20BASRI%20M%20BM%2008_5.pdf
first_indexed	2023-09-18T23:06:03Z
last_indexed	2023-09-18T23:06:03Z
_version_	1777418489849446400

The impact of the underpinnings of relationship marketing on customer loyalty in Telekom Malaysia / Nurfadhilah Basri

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