Automotive after-sales service quality attributes and customer loyalty: an empirical study of Malaysian National carmakers / Zainil Hanim Saidin ... [et al.]

• Auteurs principaux: Saidin, Zainil Hanim (Auteur), Yusoff, Rushami Zien (Auteur), Mohd. Mokhtar, Sany Sanuri (Auteur), Saad, Rohaizah (Auteur)
• Format: Livre
• Publié: Universiti Teknologi MARA, Shah Alam: Malaysian Academy of SME and Entrepreneurship Development (MASMED), 2016.
• Sujets: Article; PeerReviewed
• Accès en ligne: Link Metadata

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 literatur...