Service quality relationship towards customer loyalty

Shaipudin, Anis (2020) Service quality relationship towards customer loyalty. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

The mam objective of this research project is to identify the factors that contribute to determining customer loyalty with the most significant effect. The five core quality of service dimension will be discussed further in the research studies: assurance, empathy, reliability, responsiveness, and tangible. The works of the previous researcher helps in develop the hypothesis in this research project. The research will carry out by distributing questionnaires to respondents, while the target population is commuters in Kuantan. The questionnaires will be hand out to commuters at bus stop, online or sent via e-mail. The Statistical Package for Social Science (SPSS) version 20.0 was used during the data analysis process. Feedback from the respondent will be analyze and present through the Correlation Analysis and Multiple Regression Analysis test of Pearson. The research finding will tells us on the dimension of service quality is importance in determining customer loyalty level. This finding will enable companies to pay more attention to the service dimension to ensure loyalty to their customers. In the future, their customer expectations will be fulfilled.

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