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Impact of service quality, trust and perceived value on customer loyalty in Malaysia services industries


Rasheed, Firend A. and Abadi, Masoumeh F. (2014) Impact of service quality, trust and perceived value on customer loyalty in Malaysia services industries. In: International Conference on Accounting Studies (ICAS) 2014, 18 - 19 August 2014, Putra World Trade Centre, Kuala Lumpur.

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Abstract

The purpose of this study is to investigate the effect of service quality, trust and customer perceived value on customer loyalty in the Malaysia services sector.The research examines three factors of service quality, trust and perceived value by customers in the banking, insurance, and telecommunications industry.A quantitative approach was employed to measure the relationships between the variables of the study. Statistical tests included descriptive statistics, internal consistency, reliability, validity, correlation and regression were conducted to determine the relationship and to validate the study.The study found that there is positive relationship between service quality and trust, service quality and perceived value, trust and customer loyalty and perceived value and customer loyalty.Consequently, based on findings, service quality, trust and perceived value are considered to be antecedents of customer loyalty.

Item Type: Conference or Workshop Item (Paper)
Additional Information: Published in Procedia Social and Behavioral Sciences, Volume 164 (2014), ISSN 1877-0428 pp. 1-666 Organized by: School of Accountancy, College of Business, Universiti Utara Malaysia.
Uncontrolled Keywords: Service quality; perceived value; customer loyalty; Malaysia
Subjects: H Social Sciences > HF Commerce
Divisions: Tunku Puteri Intan Safinaz School of Accountancy (TISSA)
Depositing User: Mrs. Norazmilah Yaakub
Date Deposited: 09 Mar 2015 09:32
Last Modified: 18 Apr 2016 06:14
URI: http://repo.uum.edu.my/id/eprint/13391

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