Abstract
Customer loyalty has been a vital concern for every institution as attracting new customers costs more than maintaining the current ones. Therefore, every institution is more inclined in gaining loyal customers. This study attempts to determine the factors affecting customer loyalty toward Tabung Haji, Malaysia as TH has nearly lost the trusts of its customers due to the issues occurring recently. Concerns have been circling the decision of TH to purchase a plot of land in the Tun Razak Exchange, jeopardizing TH image and performance due to the assumption that TH have utilized their savings improperly and exhaust all of their savings unknowingly. The study was carried out by distributing questionnaires to 120 random depositors of Tabung Haji. Service quality, customer satisfaction and trust are the factors that have been investigated in this study. The study showed that customer satisfaction is the most significant factor in influencing customer loyalty in Tabung Haji. The SPSS software is used to analyze the data gathered from the respondents.
Highlights
The proliferation of fictitious profits in the lead-up to the financial crisis, since the onset of the financial crisis of 2007-2018 and the resulting Great Recession, radical political economists have debated the role of profitability in what has been the most severe systemic crisis of global capitalism since the 1930s (Smith and Butovsky, 2012)
The research findings are in line with the agency theory, audit committee financial expertise is found to have a significant positive influence on profitability
COE and foreign ownership have a positive influence on profitability
Summary
The proliferation of fictitious profits in the lead-up to the financial crisis, since the onset of the financial crisis of 2007-2018 and the resulting Great Recession, radical political economists have debated the role of profitability in what has been the most severe systemic crisis of global capitalism since the 1930s (Smith and Butovsky, 2012). If companies do not worry about agency conflicts, they might face the problem of profitability or insolvency at large These agency conflicts predominantly occur in modern companies as a result of the separation concerning ownership and management (Berle and Means, 1932); (Jensen and Meckling, 1976). The incentive alignment theory advocates that more equity ownership by the manager may increase corporate performance because it means better alignment of the monetary incentives between the management and other equity owners (Jensen and Meckling, 1976). This paper examines the interactive role of audit committee financial expertise on the relation concerning ownership structure and profitability for Nigerian listed financial institutions
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Free) 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
