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

• Main Authors: Saidin, Zainil Hanim, Mohd Mokhtar, Sany Sanuri, Saad, Rohaizah, Yusoff, Rushami Zien
• Format: Article
• Language: English
• Published: ExcelingTech Publishers 2018
• Subjects: HD28 Management. Industrial Management
• 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

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...