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You searched Library Catalogue - Author: Chaganti, Prabhakar
Call Number (WOU) SP CEMBA 2015 35
Author Emmanuel, Werry Leong
Title The study of factors for repeated sales for petrol kiosks (focusing customer loyalty program) Johor Bahru / Emmanuel Werry Leong
Abstract The name of petrol brands that come to mind when one wants to fill up fuel in Johor Bahru are Shell, Petronas, BHP, Petron and Caltex. However, despite the various petrol brands that are available and with the same retail price for each variant of fuel i.e. RON95, RON97 and Diesel for all the petrol companies in Malaysia, some motorists seems to prefer a particular brand of petrol over the others while others just prefer to pump at a particular petrol kiosk (irrespective of the petrol brand). Therefore, the purpose for this study is to find out what are the most important factors (including the underlying factors) for repeated sales for petrol kiosks in Johor Bahru (with special focus on customer loyalty program). As for the petrol companies, the benefit they will potentially gain from this study is to be able to identify the most important influence on motorists’ choice of petrol kiosk and subsequently introduce measures to improve repeated sales for their petrol kiosks. For this research, the study will employ an exploratory approach with the objective to find out the factors for repeated sales at the petrol kiosks in Johor Bahru. The research design will be focused on quantitative method. Data collection will be done via Random Sampling where the researcher will self-administer questionnaires to motorists who come to pump fuel at the various petrol kiosks (Sampling Site) in Johor Bahru. Each questionnaire consists of two sections; Section I are closed-ended questions, and Section II are made up of seven (7) point Likert Scale Questions. The structured questionnaire under this Quantitative Method will reflect answers on how the four (4) main contributing factors (Independent variables) – Convenience, Service, Reward Program and Credit Card, as well as the underlying factors could impact motorists’ choice of petrol kiosk that leads to repeated sales at the petrol kiosks (Dependent Variable) in Johor Bahru. At the end of the data collection period, the data will be extracted from the questionnaires; analyzed using SPSS Statistical Analysis Software, tabulated and the findings will be presented in the form of tables, pie charts and histograms. Of the 120 completed questionnaires (from 150 sets given out to the motorists), the researcher had found out that of the four (4) contributing factors being studied, the three factors that have the most influence on motorists’ decision to pump at a particular petrol kiosk are credit card, reward program and convenience.
Notes Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA).
Publisher/Year Penang : School of Business and Administration, Wawasan Open University, 2015.
Subject Petroleum products.
Subject Heavy oil.

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