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 |
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Format: | Article |
Language: | English |
Published: |
Universiti Teknologi MARA, Shah Alam: Malaysian Academy of SME and Entrepreneurship Development (MASMED)
2016
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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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