Proceedings of the 1st Economics and Business International Conference 2017 (EBIC 2017)

Determinants Of Customer Loyalty: A Preliminary Study On A Prominent Bank In Malaysia

Authors
Nurul Syazwana Mohd Noor, Raslina Mohamed Nor, Noor Malinjasari Binti Ali, Marha Abdol Ghapar, Rahayu Izwani Borhanuddin
Corresponding Author
Nurul Syazwana Mohd Noor
Available Online January 2018.
DOI
https://doi.org/10.2991/ebic-17.2018.50How to use a DOI?
Keywords
customer loyalty, perceived service quality, emotional satisfaction, and corporate reputation
Abstract

The study was conducted to identify the determinants of customer loyalty as it has become a critical aspect of maintaining organization permanence. There are three independent variables being tested in this study, which are, perceived service quality, emotional satisfaction, and corporate reputation. This study replicated the study done at a Tunisian Bank. Using convenience sampling as a sampling technique, the questionnaires had been personally distributed to 152 respondents. The results showed that two out of three hypotheses were supported. The study recommended a bigger sample size for future researcher.

Copyright
© 2018, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 1st Economics and Business International Conference 2017 (EBIC 2017)
Series
Advances in Economics, Business and Management Research
Publication Date
January 2018
ISBN
978-94-6252-470-5
ISSN
2352-5428
DOI
https://doi.org/10.2991/ebic-17.2018.50How to use a DOI?
Copyright
© 2018, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

TY  - CONF
AU  - Nurul Syazwana Mohd Noor
AU  - Raslina Mohamed Nor
AU  - Noor Malinjasari Binti Ali
AU  - Marha Abdol Ghapar
AU  - Rahayu Izwani Borhanuddin
PY  - 2018/01
DA  - 2018/01
TI  - Determinants Of Customer Loyalty: A Preliminary Study On A Prominent Bank In Malaysia
BT  - Proceedings of the 1st Economics and Business International Conference 2017 (EBIC 2017)
PB  - Atlantis Press
SP  - 324
EP  - 329
SN  - 2352-5428
UR  - https://doi.org/10.2991/ebic-17.2018.50
DO  - https://doi.org/10.2991/ebic-17.2018.50
ID  - Noor2018/01
ER  -