Examining industry-specific after-sales service quality towards the level of customer loyalty : a case of Malaysian national carmakers
The intangible and elusive nature of service requires an industry-specific measures of service quality. This study is intended to assess the service quality in after-sales services by looking into each of the dimensions in SERVQUAL through modifying said dimensions tailored towards the needs o...
Saved in:
Main Authors: | Zainil Hanim Saidin,, Wan Afezah Wan Abdul Rahman,, Siti Noratisah Mohd Nafi,, Rohaizah Saad,, Sany Sanuri Mohd. Mokhtar, |
---|---|
Format: | Article |
Language: | English |
Published: |
Penerbit Universiti Kebangsaan Malaysia
2022
|
Online Access: | http://journalarticle.ukm.my/20499/1/56099-184817-1-SM.pdf http://journalarticle.ukm.my/20499/ https://ejournal.ukm.my/ebangi/issue/view/1524 |
Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
Similar Items
-
Automotive after-sales service quality attributes and customer loyalty: an empirical study of Malaysian national carmakers
by: Saidin, Zainil Hanim, et al.
Published: (2016) -
Relationship quality and customer loyalty of Malaysian national carmakers
by: Saidin, Zainil Hanim, et al.
Published: (2017) -
Automotive after-sales service quality attributes and customer loyalty: an empirical study of Malaysian National carmakers / Zainil Hanim Saidin … [et al.]
by: Saidin, Zainil Hanim, et al.
Published: (2016) -
The influence of after-sales service quality, relationship quality and alternative attractiveness on customer loyalty of Malaysian national carmakers
by: Zainil Hanim, Saidin
Published: (2017) -
Integration of relationship quality and customer loyalty in national carmakers
by: Saidin, Zainil Hanim, et al.
Published: (2014)