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...

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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:
Online Access:http://ir.uitm.edu.my/id/eprint/42622/1/42622.pdf
http://ir.uitm.edu.my/id/eprint/42622/
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spelling my.uitm.ir.426222021-03-01T08:47:29Z http://ir.uitm.edu.my/id/eprint/42622/ Automotive after-sales service quality attributes and customer loyalty: an empirical study of Malaysian National carmakers / Zainil Hanim Saidin … [et al.] Saidin, Zainil Hanim Yusoff, Rushami Zien Mohd. Mokhtar, Sany Sanuri Saad, Rohaizah Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Customer services. Customer relations 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 tested in the context of Malaysian national automotive after-sales service, PLS-SEM was used to investigate the influences of the modified dimensions of service quality attributes on customer loyalty. The results of the study provide strong support for the predictive power of perceived service quality on customer loyalty and shows that customer service is the most important dimension to explain service quality. Support service is also the significant contributor, and correlated with the smallest weight. The findings provide an insight not only to the national carmakers as the main subject of evaluation, but also valuable to the ordinary workshops that offer similar service and maintenance for vehicles. The empirical evident may facilitate the workshop as an entrepreneur to properly understand the importance of excellent quality of service and high quality of customer-service provider relationship in ensuring long-term business sustainability. Universiti Teknologi MARA, Shah Alam: Malaysian Academy of SME and Entrepreneurship Development (MASMED) 2016 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/42622/1/42622.pdf Saidin, Zainil Hanim and Yusoff, Rushami Zien and Mohd. Mokhtar, Sany Sanuri and Saad, Rohaizah (2016) Automotive after-sales service quality attributes and customer loyalty: an empirical study of Malaysian National carmakers / Zainil Hanim Saidin … [et al.]. ASEAN Entrepreneurship Journal (AEJ), 2 (2). pp. 78-89. ISSN 2289-2125
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Customer services. Customer relations
spellingShingle Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Customer services. Customer relations
Saidin, Zainil Hanim
Yusoff, Rushami Zien
Mohd. Mokhtar, Sany Sanuri
Saad, Rohaizah
Automotive after-sales service quality attributes and customer loyalty: an empirical study of Malaysian National carmakers / Zainil Hanim Saidin … [et al.]
description 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 tested in the context of Malaysian national automotive after-sales service, PLS-SEM was used to investigate the influences of the modified dimensions of service quality attributes on customer loyalty. The results of the study provide strong support for the predictive power of perceived service quality on customer loyalty and shows that customer service is the most important dimension to explain service quality. Support service is also the significant contributor, and correlated with the smallest weight. The findings provide an insight not only to the national carmakers as the main subject of evaluation, but also valuable to the ordinary workshops that offer similar service and maintenance for vehicles. The empirical evident may facilitate the workshop as an entrepreneur to properly understand the importance of excellent quality of service and high quality of customer-service provider relationship in ensuring long-term business sustainability.
format Article
author Saidin, Zainil Hanim
Yusoff, Rushami Zien
Mohd. Mokhtar, Sany Sanuri
Saad, Rohaizah
author_facet Saidin, Zainil Hanim
Yusoff, Rushami Zien
Mohd. Mokhtar, Sany Sanuri
Saad, Rohaizah
author_sort Saidin, Zainil Hanim
title Automotive after-sales service quality attributes and customer loyalty: an empirical study of Malaysian National carmakers / Zainil Hanim Saidin … [et al.]
title_short Automotive after-sales service quality attributes and customer loyalty: an empirical study of Malaysian National carmakers / Zainil Hanim Saidin … [et al.]
title_full Automotive after-sales service quality attributes and customer loyalty: an empirical study of Malaysian National carmakers / Zainil Hanim Saidin … [et al.]
title_fullStr Automotive after-sales service quality attributes and customer loyalty: an empirical study of Malaysian National carmakers / Zainil Hanim Saidin … [et al.]
title_full_unstemmed Automotive after-sales service quality attributes and customer loyalty: an empirical study of Malaysian National carmakers / Zainil Hanim Saidin … [et al.]
title_sort automotive after-sales service quality attributes and customer loyalty: an empirical study of malaysian national carmakers / zainil hanim saidin … [et al.]
publisher Universiti Teknologi MARA, Shah Alam: Malaysian Academy of SME and Entrepreneurship Development (MASMED)
publishDate 2016
url http://ir.uitm.edu.my/id/eprint/42622/1/42622.pdf
http://ir.uitm.edu.my/id/eprint/42622/
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score 13.144533