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

• 主要な著者: Saidin, Zainil Hanim, Yusoff, Rushami Zien, Mohd Mokhtar, Sany Sanuri, Saad, Rohaizah
• フォーマット: 論文
• 出版事項: Malaysian Academy of SME & Entrepreneurship Development (MASMED), Universiti Teknologi MARA 2016
• 主題: HD28 Management. Industrial Management
• オンライン･アクセス: 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

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...