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

• Main Authors: Saidin, Zainil Hanim, Yusoff, Rushami Zien, Mohd Mokhtar, Sany Sanuri, Saad, Rohaizah
• 格式: Article
• 出版: Malaysian Academy of SME & Entrepreneurship Development (MASMED), Universiti Teknologi MARA 2016
• 主题: HD28 Management. Industrial Management
• 在线阅读: 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...