Automotive after-sales service quality and relationship quality in Malaysian national car makers

• Main Authors: Saidin, Zainil Hanim, Mohd Mokhtar, Sany Sanuri, Saad, Rohaizah, Yusoff, Rushami Zien
• Format: Article
• Language: English
• Published: International Academic Research Journal 2015
• Subjects: HD28 Management. Industrial Management; TL Motor vehicles. Aeronautics. Astronautics
• Online Access: http://repo.uum.edu.my/16122/1/30.pdf; http://repo.uum.edu.my/16122/; http://www.iarjournal.com/iar-journal/iar-journal-of-business-and-technology/

This paper will revisit the numerous concept of service quality previously developed and proposed in the literatures. SERVQUAL especially as the mostly used service quality dimension has been criticised by the researchers on its inability to perfectly measure service quality in specific industry.Co...