Managing customer retention in Etiqa Takaful Khiron’s Agency Group: a manifestation of theory and practices / Nur Arfah Mustapha
This research investigated the customer retention management in this organization compared to the theory of Customer Relationship Management (CRM), with particularly focus on the customer satisfaction by doing marketing programs and recruiting the right people. Purpose – The objectives of this r...
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| Format: | Student Project |
| Language: | English |
| Published: |
2010
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/32424/ |
| _version_ | 1848808020605140992 |
|---|---|
| author | Mustapha, Nur Arfah |
| author_facet | Mustapha, Nur Arfah |
| author_sort | Mustapha, Nur Arfah |
| building | UiTM Institutional Repository |
| collection | Online Access |
| description | This research investigated the customer retention management in this organization compared to the theory of Customer Relationship Management (CRM), with particularly focus on the customer satisfaction by doing marketing programs and recruiting the right people.
Purpose – The objectives of this research are to identify the application and implementation of customer retention management in this organization; to determine factors that contributes to the customers purchase’s behavior; to dig up on the efficiency of the company handling their customer’s need and wants, and problems that occurs; and to ascertain on the recruiting employees.
Findings – It appears that this organization has not trying to retaining their customers. It is because they have fully depends on Etiqa Headquarters. Thus, this organization only provided certain services for their General Takaful customers. However, they still could not perform well in this insurance and takaful industry. This organization major problem is customer dissatisfaction. They are lacking marketing programs and the way they recruiting is improper. |
| first_indexed | 2025-11-14T22:52:05Z |
| format | Student Project |
| id | uitm-32424 |
| institution | Universiti Teknologi MARA |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T22:52:05Z |
| publishDate | 2010 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | uitm-324242020-10-30T04:48:15Z https://ir.uitm.edu.my/id/eprint/32424/ Managing customer retention in Etiqa Takaful Khiron’s Agency Group: a manifestation of theory and practices / Nur Arfah Mustapha Mustapha, Nur Arfah Market surveys. Including brand choice. Brand loyalty Consumer satisfaction Customer services. Customer relations This research investigated the customer retention management in this organization compared to the theory of Customer Relationship Management (CRM), with particularly focus on the customer satisfaction by doing marketing programs and recruiting the right people. Purpose – The objectives of this research are to identify the application and implementation of customer retention management in this organization; to determine factors that contributes to the customers purchase’s behavior; to dig up on the efficiency of the company handling their customer’s need and wants, and problems that occurs; and to ascertain on the recruiting employees. Findings – It appears that this organization has not trying to retaining their customers. It is because they have fully depends on Etiqa Headquarters. Thus, this organization only provided certain services for their General Takaful customers. However, they still could not perform well in this insurance and takaful industry. This organization major problem is customer dissatisfaction. They are lacking marketing programs and the way they recruiting is improper. 2010 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/32424/1/32424.pdf Mustapha, Nur Arfah (2010) Managing customer retention in Etiqa Takaful Khiron’s Agency Group: a manifestation of theory and practices / Nur Arfah Mustapha. (2010) [Student Project] <http://terminalib.uitm.edu.my/32424.pdf> (Unpublished) |
| spellingShingle | Market surveys. Including brand choice. Brand loyalty Consumer satisfaction Customer services. Customer relations Mustapha, Nur Arfah Managing customer retention in Etiqa Takaful Khiron’s Agency Group: a manifestation of theory and practices / Nur Arfah Mustapha |
| title | Managing customer retention in Etiqa Takaful Khiron’s Agency Group: a manifestation of theory and practices / Nur Arfah Mustapha |
| title_full | Managing customer retention in Etiqa Takaful Khiron’s Agency Group: a manifestation of theory and practices / Nur Arfah Mustapha |
| title_fullStr | Managing customer retention in Etiqa Takaful Khiron’s Agency Group: a manifestation of theory and practices / Nur Arfah Mustapha |
| title_full_unstemmed | Managing customer retention in Etiqa Takaful Khiron’s Agency Group: a manifestation of theory and practices / Nur Arfah Mustapha |
| title_short | Managing customer retention in Etiqa Takaful Khiron’s Agency Group: a manifestation of theory and practices / Nur Arfah Mustapha |
| title_sort | managing customer retention in etiqa takaful khiron’s agency group: a manifestation of theory and practices / nur arfah mustapha |
| topic | Market surveys. Including brand choice. Brand loyalty Consumer satisfaction Customer services. Customer relations |
| url | https://ir.uitm.edu.my/id/eprint/32424/ |