Respect Your Customers and Earn Their Trust: An Empirical Evidence
Year: 2013
Type: article
Study design: Observational Study
Abstract: Faculty of Business M anagement, University Teknologi M ARA (Terengganu), 23000, Dungun, Terengganu, M alaysia Abstract One of the most effective ways of establishing a quality relat ionship with customers is by respecting them. The purpose of this paper is to thoroughly examine the concept of respect and how it affects customers' trust. Having developed a concrete model, we intend to determine the moderation effect of gender on the whole relationship. The framework of this study is developed from existing literature and emp irical study of customers of service sectors in a few capital cities in Malaysia. Data fro m questionnaire survey of 469 respondents were analysed using Pearson correlation and regression analysis. Hierarchical Mu ltiple Regression was further being used to estimate the importance of each d imension of respect on trust.
Institutions: Universiti Teknologi MARA System, Universiti Teknologi MARA
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W2098956652