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Title: Sustaining Customers’ Loyalty: A Survey of a Coating Resins Manufacturer
Authors: Long, Choi Sang
Ismail, Wan Khairuzzaman Wan
Rasid, Siti Zaleha Abdul
Hwee, Kat Boon
Jiun, Lee Yew
Keywords: Service quality;Product quality;Customer satisfaction;Customer loyalty;Performance
Issue Date: Dec-2013
Publisher: NISCAIR-CSIR, India
Abstract: This paper examines factors that can give impact to customer loyalty. Service and product quality are emphasized in this study. The quantitative survey type of research design was employed. Regression analysis has been used to measure the impact of customer satisfaction factors on customers’ loyalty. This is a case study on a manufacturing that produce and sell coating resin to plastic component manufacturers. The results of this research show that there is a positive relationship among the dimension of product quality and service quality with customer satisfaction and customer loyalty. Service quality also found to have bigger influence over customer loyalty compare to product quality.
Page(s): 731-734
ISSN: 0975-1084 (Online); 0022-4456 (Print)
Appears in Collections:JSIR Vol.72(12) [December 2013]

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