Automotive after-sales service quality attributes and customer loyalty: an empirical study of Malaysian National carmakers / Zainil Hanim Saidin … [et al.]

• Main Authors: Saidin, Zainil Hanim, Yusoff, Rushami Zien, Mohd. Mokhtar, Sany Sanuri, Saad, Rohaizah
• Format: Article
• Language: English
• Published: Universiti Teknologi MARA, Shah Alam: Malaysian Academy of SME and Entrepreneurship Development (MASMED) 2016
• Subjects: Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling; Customer services. Customer relations
• Online Access: http://ir.uitm.edu.my/id/eprint/42622/1/42622.pdf; http://ir.uitm.edu.my/id/eprint/42622/

The purpose of this paper is to explore on the uni-dimensionality of service quality and how the different attributes influence the level of customer loyalty. A modified SERVQUAL instrument was used to capture customers’ perceptions of service quality. Adapting the dimensions from the literature and...