Determinants of satisfaction for automotive after sales service quality: a preliminary application of AutoSERVPERF Model / Nooraini Mohamad Sheriff, Nur Idayu binti Roslan and Yuhanis binti Yusoff

• Main Authors: Mohamad Sheriff, Nooraini, Roslan, Nur Idayu, Yusoff, Yuhanis
• Format: Article
• Language: English
• Published: Universiti Teknologi MARA, Perlis 2020
• Subjects: Consumer satisfaction; Customer services. Customer relations
• Online Access: https://ir.uitm.edu.my/id/eprint/69285/1/69285.pdf; https://ir.uitm.edu.my/id/eprint/69285/; https://myjms.mohe.gov.my/index.php/intelek

Successful delivery of customer satisfaction through excellent automotive after sales service quality (AASSQ) can drive long-term profits and reinforces the image of automakers. Customers are generally willing to pay a huge sum of money to secure guarantees and dependable after sales service. Based...