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

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...

Full description

Saved in:
Bibliographic Details
Main Authors: Saidin, Zainil Hanim, Yusoff, Rushami Zien, Mohd. Mokhtar, Sany Sanuri, Saad, Rohaizah
Format: Article
Published: Universiti Teknologi MARA, Shah Alam: Malaysian Academy of SME and Entrepreneurship Development (MASMED) 2016
Online Access:
Tags: Add Tag
No Tags, Be the first to tag this record!