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

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...

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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.
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