The impact of product quality on relationship quality: Empirical evidence from automotive industry

Building and maintaining successful relationship with customers has become the prime focus for many organizations.The ability of a brand to successfully manage customer relationships provides it with better opportunities for improving its competitive advantage. Past research paid less attention to e...

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Main Authors: Hanaysha, Jalal R. M., Abd Ghani, Noor Hasmini
Format: Article
Language:English
Published: Institut Pengurusan Kualiti (IPQ), UUM 2016
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Online Access:http://repo.uum.edu.my/20559/1/IJOBE%201%201%202016%201%2015.pdf
http://repo.uum.edu.my/20559/
http://www.ijobe.uum.edu.my/images/Full_Text/Jalal.pdf
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spelling my.uum.repo.205592017-01-05T06:48:51Z http://repo.uum.edu.my/20559/ The impact of product quality on relationship quality: Empirical evidence from automotive industry Hanaysha, Jalal R. M. Abd Ghani, Noor Hasmini HD28 Management. Industrial Management Building and maintaining successful relationship with customers has become the prime focus for many organizations.The ability of a brand to successfully manage customer relationships provides it with better opportunities for improving its competitive advantage. Past research paid less attention to examine the effect of product quality on relationship quality and its dimensions; brand trust, brand commitment, and brand satisfaction.Therefore, this paper intends to fill this gap and examine the effect of product quality on creating relationship quality in Malaysian automotive market. Several shopping centres in Northern region of Malaysia were utilized to conduct this study, whereby a survey using systematic sampling technique was administered to 384 passenger car users.The empirical results, using structural equation modeling (SEM), supported all the hypotheses. Particularly, the results revealed that product quality has significant positive effect on brand trust, brand commitment, and brand satisfaction. The results also indicated that product quality plays an important role in affecting overall relationship quality.The study is limited to individual customers in Northern region of Malaysia.Future studies may apply this work to organizational level, and expand it to other industry and country contexts in order to grasp better insights on role of product quality in influencing customer brand relationship. Institut Pengurusan Kualiti (IPQ), UUM 2016 Article PeerReviewed application/pdf en http://repo.uum.edu.my/20559/1/IJOBE%201%201%202016%201%2015.pdf Hanaysha, Jalal R. M. and Abd Ghani, Noor Hasmini (2016) The impact of product quality on relationship quality: Empirical evidence from automotive industry. International Journal of Organizational and Business Excellence (IJOBE), 1 (1). pp. 1-15. ISSN 2504-8589 http://www.ijobe.uum.edu.my/images/Full_Text/Jalal.pdf
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
language English
topic HD28 Management. Industrial Management
spellingShingle HD28 Management. Industrial Management
Hanaysha, Jalal R. M.
Abd Ghani, Noor Hasmini
The impact of product quality on relationship quality: Empirical evidence from automotive industry
description Building and maintaining successful relationship with customers has become the prime focus for many organizations.The ability of a brand to successfully manage customer relationships provides it with better opportunities for improving its competitive advantage. Past research paid less attention to examine the effect of product quality on relationship quality and its dimensions; brand trust, brand commitment, and brand satisfaction.Therefore, this paper intends to fill this gap and examine the effect of product quality on creating relationship quality in Malaysian automotive market. Several shopping centres in Northern region of Malaysia were utilized to conduct this study, whereby a survey using systematic sampling technique was administered to 384 passenger car users.The empirical results, using structural equation modeling (SEM), supported all the hypotheses. Particularly, the results revealed that product quality has significant positive effect on brand trust, brand commitment, and brand satisfaction. The results also indicated that product quality plays an important role in affecting overall relationship quality.The study is limited to individual customers in Northern region of Malaysia.Future studies may apply this work to organizational level, and expand it to other industry and country contexts in order to grasp better insights on role of product quality in influencing customer brand relationship.
format Article
author Hanaysha, Jalal R. M.
Abd Ghani, Noor Hasmini
author_facet Hanaysha, Jalal R. M.
Abd Ghani, Noor Hasmini
author_sort Hanaysha, Jalal R. M.
title The impact of product quality on relationship quality: Empirical evidence from automotive industry
title_short The impact of product quality on relationship quality: Empirical evidence from automotive industry
title_full The impact of product quality on relationship quality: Empirical evidence from automotive industry
title_fullStr The impact of product quality on relationship quality: Empirical evidence from automotive industry
title_full_unstemmed The impact of product quality on relationship quality: Empirical evidence from automotive industry
title_sort impact of product quality on relationship quality: empirical evidence from automotive industry
publisher Institut Pengurusan Kualiti (IPQ), UUM
publishDate 2016
url http://repo.uum.edu.my/20559/1/IJOBE%201%201%202016%201%2015.pdf
http://repo.uum.edu.my/20559/
http://www.ijobe.uum.edu.my/images/Full_Text/Jalal.pdf
_version_ 1644282990542454784
score 13.036727