Please use this identifier to cite or link to this item: https://ptsldigital.ukm.my/jspui/handle/123456789/394426
Title: Kesetiaan pelanggan pendidikan Muhammdiyah
Authors: Ahmad Mardalis
Mumtazah Othman
Nurizan Yahaya
Sharifah Azizah H
Rosli Salleh
Conference Name: International Seminar Empowering Economy & business in Free Trade Era
Keywords: Customer satisfaction
Service quality
Corporate image and switching barrier
Conference Date: 13/12/2005
Conference Location: Fakultas Ekonomi Universitas Muhammadiyah Surakarta
Abstract: The loyalty of customer is widely accepted as a critical factor in long-term success of services institution. The purpose on this study is to explore impact of service quality, satisfaction, institutional image and switching barrier to customer loyalty. Questionnaire was used as an instrument for data collection. Structural equation modelling was used to analyse the data. Results indicate that service quality and customer satisfaction are two important routes to customer loyalty
Pages: 1-13 p.
Call Number: sem HD30.4.I537 2005
Publisher: Fakultas Ekonomi, Universitas Muhammadiyah Surakarta
Appears in Collections:Seminar Papers/ Proceedings / Kertas Kerja Seminar/ Prosiding

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