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
- 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/).
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 - 10.2991/ebic-17.2018.50 ID - Noor2018/01 ER -