Customer satisfaction,commitment and loyalty: key variables for successful customer centricity in business-to-business market focus on MNC-a study in Telekom Malaysia Berhad (TM), Ipoh Perak / Hazwani Mohd Hatar

This research is to study about customer satisfaction, commitment, and loyalty on the successful of customer centricity in business-to-business market focus on MNC. The study was conducted in one of the telecommunication company, which is Telekom Malaysia Berhad, specifically in EGS Perak department...

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Main Author:	Mohd Hatar, Hazwani
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2009
Subjects:	HF Commerce Consumer satisfaction
Online Access:	http://ir.uitm.edu.my/id/eprint/25013/ http://ir.uitm.edu.my/id/eprint/25013/1/PPb_HAZWANI%20MOHD%20HATAR%20M%20BM%2009_5.pdf

id	uitm-25013
recordtype	eprints
spelling	uitm-250132019-08-27T02:34:44Z http://ir.uitm.edu.my/id/eprint/25013/ Customer satisfaction,commitment and loyalty: key variables for successful customer centricity in business-to-business market focus on MNC-a study in Telekom Malaysia Berhad (TM), Ipoh Perak / Hazwani Mohd Hatar Mohd Hatar, Hazwani HF Commerce Consumer satisfaction This research is to study about customer satisfaction, commitment, and loyalty on the successful of customer centricity in business-to-business market focus on MNC. The study was conducted in one of the telecommunication company, which is Telekom Malaysia Berhad, specifically in EGS Perak department. The main problem is the level of customer centricity by the company, which will affect their business performance. Due to the problems, there are certain circumstances why the research objective was developed. First, is to study level of customer centricity in EGS, Perak. Next, is to determine the level of customer satisfaction, commitment, and loyalty in EGS, Perak and the last objective is to identify the relationship between customer satisfaction, commitment, and loyalty towards customer centricity. The findings of the research state that all variables, customer satisfaction, commitment and loyalty have a strong relationship with customer centricity and lead to the successful customer centricity. Besides, the result also illustrate that all variables which are customer satisfaction, commitment, loyalty and customer centricity are at moderate level. Overall, based on the finding, there are several recommendations that have been suggested in order to help or to improve the customer centricity in EGS department and TM as a whole. The organization should improve the service quality and products, in order to obtain customer satisfaction, build loyalty among the customer and improve commitment level. Faculty of Business and Management 2009 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/25013/1/PPb_HAZWANI%20MOHD%20HATAR%20M%20BM%2009_5.pdf Mohd Hatar, Hazwani (2009) Customer satisfaction,commitment and loyalty: key variables for successful customer centricity in business-to-business market focus on MNC-a study in Telekom Malaysia Berhad (TM), Ipoh Perak / Hazwani Mohd Hatar. [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	HF Commerce Consumer satisfaction
spellingShingle	HF Commerce Consumer satisfaction Mohd Hatar, Hazwani Customer satisfaction,commitment and loyalty: key variables for successful customer centricity in business-to-business market focus on MNC-a study in Telekom Malaysia Berhad (TM), Ipoh Perak / Hazwani Mohd Hatar
description	This research is to study about customer satisfaction, commitment, and loyalty on the successful of customer centricity in business-to-business market focus on MNC. The study was conducted in one of the telecommunication company, which is Telekom Malaysia Berhad, specifically in EGS Perak department. The main problem is the level of customer centricity by the company, which will affect their business performance. Due to the problems, there are certain circumstances why the research objective was developed. First, is to study level of customer centricity in EGS, Perak. Next, is to determine the level of customer satisfaction, commitment, and loyalty in EGS, Perak and the last objective is to identify the relationship between customer satisfaction, commitment, and loyalty towards customer centricity. The findings of the research state that all variables, customer satisfaction, commitment and loyalty have a strong relationship with customer centricity and lead to the successful customer centricity. Besides, the result also illustrate that all variables which are customer satisfaction, commitment, loyalty and customer centricity are at moderate level. Overall, based on the finding, there are several recommendations that have been suggested in order to help or to improve the customer centricity in EGS department and TM as a whole. The organization should improve the service quality and products, in order to obtain customer satisfaction, build loyalty among the customer and improve commitment level.
format	Student Project
author	Mohd Hatar, Hazwani
author_facet	Mohd Hatar, Hazwani
author_sort	Mohd Hatar, Hazwani
title	Customer satisfaction,commitment and loyalty: key variables for successful customer centricity in business-to-business market focus on MNC-a study in Telekom Malaysia Berhad (TM), Ipoh Perak / Hazwani Mohd Hatar
title_short	Customer satisfaction,commitment and loyalty: key variables for successful customer centricity in business-to-business market focus on MNC-a study in Telekom Malaysia Berhad (TM), Ipoh Perak / Hazwani Mohd Hatar
title_full	Customer satisfaction,commitment and loyalty: key variables for successful customer centricity in business-to-business market focus on MNC-a study in Telekom Malaysia Berhad (TM), Ipoh Perak / Hazwani Mohd Hatar
title_fullStr	Customer satisfaction,commitment and loyalty: key variables for successful customer centricity in business-to-business market focus on MNC-a study in Telekom Malaysia Berhad (TM), Ipoh Perak / Hazwani Mohd Hatar
title_full_unstemmed	Customer satisfaction,commitment and loyalty: key variables for successful customer centricity in business-to-business market focus on MNC-a study in Telekom Malaysia Berhad (TM), Ipoh Perak / Hazwani Mohd Hatar
title_sort	customer satisfaction,commitment and loyalty: key variables for successful customer centricity in business-to-business market focus on mnc-a study in telekom malaysia berhad (tm), ipoh perak / hazwani mohd hatar
publisher	Faculty of Business and Management
publishDate	2009
url	http://ir.uitm.edu.my/id/eprint/25013/ http://ir.uitm.edu.my/id/eprint/25013/1/PPb_HAZWANI%20MOHD%20HATAR%20M%20BM%2009_5.pdf
first_indexed	2023-09-18T23:13:52Z
last_indexed	2023-09-18T23:13:52Z
_version_	1777418981529878528

Customer satisfaction,commitment and loyalty: key variables for successful customer centricity in business-to-business market focus on MNC-a study in Telekom Malaysia Berhad (TM), Ipoh Perak / Hazwani Mohd Hatar

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