The influence of after-sales service quality, relationship quality and alternative attractiveness on customer loyalty of Malaysian national carmakers
This study aimed to explore the influence of the industry‘s specific dimensions of service quality on relationship quality, and customer loyalty with moderating effect of alternative attractiveness. The philosophical social exchange theory (SET) was employed to develop a conceptual framework, and ba...
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| Format: | Thesis |
| Language: | English English |
| Published: |
2017
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| Online Access: | https://etd.uum.edu.my/7317/1/s95539_01.pdf https://etd.uum.edu.my/7317/2/s95539_02.pdf https://etd.uum.edu.my/7317/ |
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