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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| Main Authors: | , , , |
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| Format: | Book |
| Published: |
Universiti Teknologi MARA, Shah Alam: Malaysian Academy of SME and Entrepreneurship Development (MASMED),
2016.
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| Subjects: | |
| Online Access: | Link Metadata |
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