Formulating direct sales customers’ satisfaction strategies : Application of Importance-Performance Analysis (IPA) approach / Rosidah Musa

QR Code

Formulating direct sales customers’ satisfaction strategies : Application of Importance-Performance Analysis (IPA) approach / Rosidah Musa

In highly competitive markets, customer satisfaction is a key driver in realising positive outcomes such as customer loyalty, customer retention and, ultimately profitability, thus making its measurement and management crucial. Despite its importance, the attempt to understand what makes customers s...

Full description

Bibliographic Details
Main Author:	Musa, Rosidah
Format:	Article
Language:	English
Published:	Universiti Teknologi MARA Cawangan Pahang 2005
Subjects:	Planning. Business planning. Strategic planning Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/31531/

Similar Items

Do satisfied customers loyal? : Unravelling the role of trust in the ‘High Touch’ purchasing context / Rosidah Musa
by: Musa, Rosidah
Published: (2006)

Exploring the role of trust in the satisfaction - loyalty link: empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad
by: Musa, Rosidah, et al.
Published: (2005)

Service quality and customer satisfaction among foreign customers towards PNB Darby Park Hotel / Nor Fadillah Fuad
by: Fuad, Nor Fadillah
Published: (2011)

The effect of service quality on customer satisfaction in public services / Siti Zuana Abdullah
by: Abdullah, Siti Zuana
Published: (2018)

The relationship between service quality (SERVQUAL) and customer satisfaction towards customer re-patronage intentions in Johor Bahru tourism / Nur Afifah Johari
by: Johari, Nur Afifah
Published: (2015)

The determinants of the customer's satisfaction towards Amassurance Berhad Sungai Petani / Fatimah Mohamed Tajuddin
by: Mohamed Tajuddin, Fatimah
Published: (2007)

Explaining store behavioral loyalty: the antecedents and roles of store image, self-image, and social and environment image in the fashion industry / Jamaliah Mohd. Yusof, Prof. Madya Dr. Rosidah Musa and Prof. Madya Dr. Sofiah Abd Rahman
by: Mohd. Yusof, Jamaliah, et al.
Published: (2010)

The impact of TMpoint service quality on the customer satisfaction at TMpoint Setapak / Noor Shazila Mohd Alias
by: Mohd Alias, Noor Shazila
Published: (2006)

Dimensions influencing service quality of Arabic restaurant towards customer satisfaction in Selangor / Muhammad Arif Jaafar
by: Jaafar, Muhammad Arif
Published: (2019)

Customer satisfaction toward Menara Taming Sari: a study at Melaka Taming Sari Berhad / Roselini Jusoh
by: Jusoh, Roselini
Published: (2009)

The relationship between supplementary services and customer satisfaction at Intekma Resort & Convention Centre (IRCC) / Siti Nur Ain Pardi
by: Pardi, Siti Nur Ain
Published: (2014)

A study on the association of quality services and customer satisfaction: a case study at Renaissance Kota Bharu / Rozaina Ibrahim
by: Ibrahim, Rozaina
Published: (2004)

TNB payment system (Billing) and customer satisfaction: a case study of TNB Banda Kaba Melaka / Solihaton Hanim Halim
by: Halim, Solihaton Hanim
Published: (2009)

The influence of price, service and product quality towards customer satisfaction of Honda Dealers Johor Bahru / Nur Amariah Md Ngaripin
by: Md Ngaripin, Nur Amariah
Published: (2012)

A study on effects of service quality dimension towards customer satisfaction in Z Rich Corporation Sdn Bhd / Afiqah Izzati Osman
by: Osman, Afiqah Izzati
Published: (2015)

A research on: factors influencing customer satisfaction among foreigners towards service provided by TMpoint Kota Bharu / Hamdi Abd Hamid
by: Abd Hamid, Hamdi
Published: (2010)

The impact of service quality dimensions (SERVQUAL) on customer satisfaction at Tabung Haji Tampin / Nor Asyrani Nekmat and Noor Nadiah Zainal Abidin
by: Nekmat, Nor Asyrani, et al.
Published: (2013)

A study to measure the level of customer satisfaction towards product quality produced by Koperasi Pekebun Kecil Daerah Segamat Berhad ( Kopedas Berhad ) / Roslina Abu Bakar
by: Abu Bakar, Roslina
Published: (2011)

A study on customer’s awareness towards SUKIMI’S products / Mohd Norisham Mohamad Rosli
by: Mohamad Rosli, Mohd Norisham
Published: (2011)

Competative Advantages Issues On Customer Lifetime Value On Retailers Profitability’s / Abdul Manaf Bohari...[et al.]
by: Bohari, Abdul Manaf, et al.
Published: (2010)

Customer expectations towards semi-detached and bungalow house in Bukit Indah (Johor) Sdn Bhd / Mastura Ayob
by: Ayob, Mastura
Published: (2004)

The impact of demographic factors toward customer loyalty: A study on credit card users / Ramli Saad...[et al.]
by: Saad, Ramli, et al.
Published: (2010)

Food-service industry: an overview of attributes that influences customers to repeat purchase intention / Nuramira Mohd. Yusop and Siti Munawarah Zakaria
by: Mohd. Yusop, Nuramira, et al.
Published: (2010)

The study of customer Perception and expectation toward food presentation / Noorliza Zainol, Hashim Fadzil Ariffin and Abdul Rahman Ahmad Rozali
by: Zainol, Noorliza, et al.
Published: (2018)

A study of factors that influence customer satisfaction in Islamic banking / Nurhafiza Hizam
by: Hizam, Nurhafiza
Published: (2015)

Relationship between service quality and satisfaction among patients of UKM Specialist Centre / Hamidah Andong
by: Andong, Hamidah
Published: (2009)

The satisfaction of Takaful customer towards the services provided by the Takaful operators / Muhammad Ekhsan Mohamed Eusop
by: Mohamed Eusop, Muhammad Ekhsan
Published: (2011)

Customer satisfaction towards Al-Hidayah group’s service rental / Nik Hasnita Nik Ismail
by: Nik Ismail, Nik Hasnita
Published: (2009)

Customer perceived satisfaction among foreign broadband user of Maxis Communication Berhad / Ahmira Aznin Ahmad
by: Ahmad, Ahmira Aznin
Published: (2010)

The evaluation of the effectiveness of marketing mix (4 p’s) implementation activities towards performances of Perdana Resort, Pantai Cahaya Bulan, Kota Bharu from the guests’ perspectives / Amira Mohd Azhar
by: Mohd Azhar, Amira
Published: (2014)

A study on the relationship between customer satisfaction and service level among ASNB agents at Seremban / Nurul Fazareen Roseli
by: Roseli, Nurul Fazareen
Published: (2009)

An element contribute to customer satisfaction and dissatisfaction towards the new non-billing system provided by Tenaga Nasional Berhad / Faraeza Ismail
by: Ismail, Faraeza
Published: (2003)

Antecedents and impacts of trust in mobile transactions: a case study of Malaysian consumers / Mohamad Noorman Masrek, Nora'ayu Ahmad Uzir and Irni Eliana Khairuddin
by: Masrek, Mohamad Noorman, et al.
Published: (2013)

Graphic roles in constructing an appealing packaging of traditional health herbal products / Hanafi Mohd Tahir, Mohd Khairul Azahari Abdul Rani and Syahrul Nizam Shaari
by: Tahir, Hanafi Mohd, et al.
Published: (2011)

The relationship between fun at work and work engagement / Mohd Fazil Jamaludin, Nordiyana Mohammed Shobri, Azlyantiny Mohammad
by: Jamaludin, Mohd Fazil, et al.
Published: (2013)

Consumers’ purchase intention towards organic foods: a study among UiTM lecturers in northern region, Malaysia / Siti Meriam Ali ...[et al.]
by: Ali, Siti Meriam, et al.
Published: (2011)

Ethnicity, social influence, eco-label and purchase intention of consumers of green home electronic products / Nor Hashima Hashim, Wan Kalthom Yahya and Siti Aisyah Asrul
by: Hashim, Nor Hashima, et al.
Published: (2018)

Consumers’ awareness and knowledge of nanofood in Malaysia / Nor Akhmal Hasmin … [et al.]
by: Hasmin, Nor Akhmal, et al.
Published: (2021)

Students' green perception and behavior / Siti Norashikin Bashirun ... [et al.]
by: Siti Norashikin Bashirun, Bashirun, et al.
Published: (2016)

The effect of corporate social responsibility towards consumer buying behaviour: a study among universities students / Bibianah Thomas and Nor Suziwana Tahir
by: Thomas, Bibianah, et al.
Published: (2019)