The Impact of Automotive After-Sales Service Quality and Alternative Attractiveness on Customer Loyalty

This study intends to explore the impact of an industry-specific dimension of service quality in automotive after-sales service and how it influences the level of customer loyalty towards Malaysian national carmakers. Each service industry carries different characteristics of consumer behavior and t...

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Main Authors: Saidin, Zainil Hanim, Mohd Mokhtar, Sany Sanuri, Saad, Rohaizah, Yusoff, Rushami Zien
Format: Article
Language:English
Published: ExcelingTech Publishers 2018
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Online Access:http://repo.uum.edu.my/25395/1/IJSCM%207%201%202018%20177%20187.pdf
http://repo.uum.edu.my/25395/
http://www.ojs.excelingtech.co.uk/index.php/IJSCM/article/view/2091
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spelling my.uum.repo.253952020-11-03T01:31:48Z http://repo.uum.edu.my/25395/ The Impact of Automotive After-Sales Service Quality and Alternative Attractiveness on Customer Loyalty Saidin, Zainil Hanim Mohd Mokhtar, Sany Sanuri Saad, Rohaizah Yusoff, Rushami Zien HD28 Management. Industrial Management This study intends to explore the impact of an industry-specific dimension of service quality in automotive after-sales service and how it influences the level of customer loyalty towards Malaysian national carmakers. Each service industry carries different characteristics of consumer behavior and thus, an industry-specific measure of service quality to capture the uniqueness of different service setting is required. In relation to that, this study has evaluated service quality in automotive after-sales service as a second-order construct which allows for identification of the relative importance of each dimension in influencing the level of customer loyalty. Aside from that, the fierce competition from the non-national brands in Malaysian automotive market and the attractive offers made by the alternative workshops for car service maintenance and repair have motivated this study to empirically examines the competition factor of alternative attractiveness and its influences on customer loyalty. The data collected through the technique of intercept survey in systematic sampling from 312 respondents were analyzed using PLS-SEM. The findings revealed that customer service was the most important dimension of service quality that contributes to the positive relationship with customer loyalty. Meanwhile, support service was found as the impotent element of service quality dimension, however, the positive significant relationship of service quality with customer loyalty showed that support service is still important to capture a higher level of customer loyalty. Aside from that, the finding also showed that the competition variable of alternative attractiveness was not a significant contributor to influence the level of customer loyalty. Further, this study benefited the Malaysian national carmakers as it provides empirical evidence on the relative importance of service quality dimension. The role of competitors also revealed to help in strategic decision-making in which may allow the national carmakers to sustain as a market leader in the local automotive arena. ExcelingTech Publishers 2018 Article PeerReviewed application/pdf en http://repo.uum.edu.my/25395/1/IJSCM%207%201%202018%20177%20187.pdf Saidin, Zainil Hanim and Mohd Mokhtar, Sany Sanuri and Saad, Rohaizah and Yusoff, Rushami Zien (2018) The Impact of Automotive After-Sales Service Quality and Alternative Attractiveness on Customer Loyalty. International Journal of Supply Chain Management (IJSCM), 7 (1). pp. 177-187. ISSN 2050-7399 http://www.ojs.excelingtech.co.uk/index.php/IJSCM/article/view/2091
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutional Repository
url_provider http://repo.uum.edu.my/
language English
topic HD28 Management. Industrial Management
spellingShingle HD28 Management. Industrial Management
Saidin, Zainil Hanim
Mohd Mokhtar, Sany Sanuri
Saad, Rohaizah
Yusoff, Rushami Zien
The Impact of Automotive After-Sales Service Quality and Alternative Attractiveness on Customer Loyalty
description This study intends to explore the impact of an industry-specific dimension of service quality in automotive after-sales service and how it influences the level of customer loyalty towards Malaysian national carmakers. Each service industry carries different characteristics of consumer behavior and thus, an industry-specific measure of service quality to capture the uniqueness of different service setting is required. In relation to that, this study has evaluated service quality in automotive after-sales service as a second-order construct which allows for identification of the relative importance of each dimension in influencing the level of customer loyalty. Aside from that, the fierce competition from the non-national brands in Malaysian automotive market and the attractive offers made by the alternative workshops for car service maintenance and repair have motivated this study to empirically examines the competition factor of alternative attractiveness and its influences on customer loyalty. The data collected through the technique of intercept survey in systematic sampling from 312 respondents were analyzed using PLS-SEM. The findings revealed that customer service was the most important dimension of service quality that contributes to the positive relationship with customer loyalty. Meanwhile, support service was found as the impotent element of service quality dimension, however, the positive significant relationship of service quality with customer loyalty showed that support service is still important to capture a higher level of customer loyalty. Aside from that, the finding also showed that the competition variable of alternative attractiveness was not a significant contributor to influence the level of customer loyalty. Further, this study benefited the Malaysian national carmakers as it provides empirical evidence on the relative importance of service quality dimension. The role of competitors also revealed to help in strategic decision-making in which may allow the national carmakers to sustain as a market leader in the local automotive arena.
format Article
author Saidin, Zainil Hanim
Mohd Mokhtar, Sany Sanuri
Saad, Rohaizah
Yusoff, Rushami Zien
author_facet Saidin, Zainil Hanim
Mohd Mokhtar, Sany Sanuri
Saad, Rohaizah
Yusoff, Rushami Zien
author_sort Saidin, Zainil Hanim
title The Impact of Automotive After-Sales Service Quality and Alternative Attractiveness on Customer Loyalty
title_short The Impact of Automotive After-Sales Service Quality and Alternative Attractiveness on Customer Loyalty
title_full The Impact of Automotive After-Sales Service Quality and Alternative Attractiveness on Customer Loyalty
title_fullStr The Impact of Automotive After-Sales Service Quality and Alternative Attractiveness on Customer Loyalty
title_full_unstemmed The Impact of Automotive After-Sales Service Quality and Alternative Attractiveness on Customer Loyalty
title_sort impact of automotive after-sales service quality and alternative attractiveness on customer loyalty
publisher ExcelingTech Publishers
publishDate 2018
url http://repo.uum.edu.my/25395/1/IJSCM%207%201%202018%20177%20187.pdf
http://repo.uum.edu.my/25395/
http://www.ojs.excelingtech.co.uk/index.php/IJSCM/article/view/2091
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score 13.034894