Automotive after-sales service quality attributes and customer loyalty: an empirical study of Malaysian national carmakers

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 t...

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Bibliographic Details
Main Authors: Saidin, Zainil Hanim, Yusoff, Rushami Zien, Mohd. Mokhtar, Sany Sanuri, Saad, Rohaizah
Format: Article
Published: Malaysian Academy of SME & Entrepreneurship Development (MASMED), Universiti Teknologi MARA 2016
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Online Access:http://repo.uum.edu.my/21277/
http://aej.uitm.edu.my/main/index.php/current-issue/volume-2-issue-2-2016/15-automotive-after-sales-service-quality-attributes-and-customer-loyalty-an-empirical-study-of-malaysian-national-carmakers
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