THE RELATIONSHIP

BETWEEN SERVICE
QUALITY AND CUSTOMER
LOYALTY TOWARD ISLAND
RESORT IN TERENGGANU
 
SITI SALWA LIYANA MOHAMED
 
RUSLI
2009238258
HMB5HA
  
 Introduction
There are 8 island in TERENGGANU
One of important industry to traveler and
tourist.


 Problem statement
to measure the relationship between
service quality and customer loyalty
toward Island Resort in Terengganu

 Research question
What is the relationship between the service quality
and customer loyalty?
What is the effect of service quality toward
customer loyalty?
Are employee responsiveness influence customer
loyalty?

Objective


To investigate influences of service quality on

customer loyalty.
To identify the relationship between service quality
and customer loyalty
To identify the level of customer’s loyalty regarding
resort services.
To indentify the employee responsiveness influence
customer loyalty.
 Theoretical framework

Service Quality
 Tangibility


Reliability Customer loyalty

Responsiveness



Hypothesis



h0: There is no relationship between tangibility and customer
loyalty
 h1: There is a relationship between tangibility and customer
loyalty
  
h0: There is no relationship between reliability and customer
 loyalty
 Literature review
 Service Quality
important factor that can measure the
relationship with customer loyalty in Resort
Industry.
plays the important role in gaining customers
attention as well as sustains the loyal
customers.


 Customer Loyalty
repeated purchasing by the same customers
willingness to recommend the product to other
customer without any outright benefits

 Research methodology
Research Design
Quantitative research design with
questionnaire as the research instrument.
Population and sample size

100 population 80 sample

Non-probability sampling design
Data collection Method

Questionnaire - Likert scale

Instrumentation

Questionnaire instrumentation
Plan for Data Analysis

SPSS version 12
Primary data
