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...
Saved in:
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
|
Subjects: | |
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 |
Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
Similar Items
-
Automotive after-sales service quality attributes and customer loyalty: an empirical study of Malaysian National carmakers / Zainil Hanim Saidin … [et al.]
by: Saidin, Zainil Hanim, et al.
Published: (2016) -
Relationship quality and customer loyalty of Malaysian national carmakers
by: Saidin, Zainil Hanim, et al.
Published: (2017) -
The impact of automotive after-sales service quality and alternative attractiveness on customer loyalty
by: Saidin, Zainil Hanim, et al.
Published: (2018) -
The Impact of Automotive After-Sales Service Quality and Alternative Attractiveness on Customer Loyalty
by: Saidin, Zainil Hanim, et al.
Published: (2018) -
Automotive after-sales service quality and relationship quality in Malaysian national car makers
by: Saidin, Zainil Hanim, et al.
Published: (2015)