Consumers' perceptions on the service quality in the motor vehicle repair and service industry: an exploratory study in Klang Valley, Malaysia
Motor vehicle repair and service are common and regular services used by consumers in Malaysia. The high demand for the these services is contributed by the continued increase in the number of registered vehicles and the number of driving licence issued annually. There are also many compliants repor...
| Автори: | , |
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| Формат: | Стаття |
| Мова: | English |
| Опубліковано: |
Universiti Putra Malaysia Press
2011
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| Предмети: | |
| Онлайн доступ: | http://irep.iium.edu.my/5967/1/Pertanika_Jurnal.pdf |
| _version_ | 1825644733156818944 |
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| author | Abu Bakar, Elistina Amin, Naemah |
| author_facet | Abu Bakar, Elistina Amin, Naemah |
| author_sort | Abu Bakar, Elistina |
| collection | IIUM |
| description | Motor vehicle repair and service are common and regular services used by consumers in Malaysia. The high demand for the these services is contributed by the continued increase in the number of registered vehicles and the number of driving licence issued annually. There are also many compliants reported in the Tribunal for Consumer Claims (TCC) in relation to this industry. Thus, this study aimed to identify the perceptions of consumers towards the quality of the services provided by motor vehicle garages. A total of 400 respondents participated in the study through simple random sampling and data were collected using a self-administered questionnaire.The result of this study indicated that most of the respondents generally had low and moderate perceptions of the service quality. |
| first_indexed | 2024-03-05T22:37:09Z |
| format | Article |
| id | oai:generic.eprints.org:5967 |
| institution | International Islamic University Malaysia |
| language | English |
| last_indexed | 2024-03-05T22:37:09Z |
| publishDate | 2011 |
| publisher | Universiti Putra Malaysia Press |
| record_format | dspace |
| spelling | oai:generic.eprints.org:59672011-11-21T22:08:41Z http://irep.iium.edu.my/5967/ Consumers' perceptions on the service quality in the motor vehicle repair and service industry: an exploratory study in Klang Valley, Malaysia Abu Bakar, Elistina Amin, Naemah H Social Sciences (General) K Law (General) Motor vehicle repair and service are common and regular services used by consumers in Malaysia. The high demand for the these services is contributed by the continued increase in the number of registered vehicles and the number of driving licence issued annually. There are also many compliants reported in the Tribunal for Consumer Claims (TCC) in relation to this industry. Thus, this study aimed to identify the perceptions of consumers towards the quality of the services provided by motor vehicle garages. A total of 400 respondents participated in the study through simple random sampling and data were collected using a self-administered questionnaire.The result of this study indicated that most of the respondents generally had low and moderate perceptions of the service quality. Universiti Putra Malaysia Press 2011 Article PeerReviewed application/pdf en http://irep.iium.edu.my/5967/1/Pertanika_Jurnal.pdf Abu Bakar, Elistina and Amin, Naemah (2011) Consumers' perceptions on the service quality in the motor vehicle repair and service industry: an exploratory study in Klang Valley, Malaysia. Pertanika Journal of Social Science & Humanities, 19 (2). pp. 409-422. ISSN 0128-7702 http://www.pertanika.upm.edu.my/index%20-%20JSSH.htm |
| spellingShingle | H Social Sciences (General) K Law (General) Abu Bakar, Elistina Amin, Naemah Consumers' perceptions on the service quality in the motor vehicle repair and service industry: an exploratory study in Klang Valley, Malaysia |
| title | Consumers' perceptions on the service quality in the motor vehicle repair and service industry: an exploratory study in Klang Valley, Malaysia |
| title_full | Consumers' perceptions on the service quality in the motor vehicle repair and service industry: an exploratory study in Klang Valley, Malaysia |
| title_fullStr | Consumers' perceptions on the service quality in the motor vehicle repair and service industry: an exploratory study in Klang Valley, Malaysia |
| title_full_unstemmed | Consumers' perceptions on the service quality in the motor vehicle repair and service industry: an exploratory study in Klang Valley, Malaysia |
| title_short | Consumers' perceptions on the service quality in the motor vehicle repair and service industry: an exploratory study in Klang Valley, Malaysia |
| title_sort | consumers perceptions on the service quality in the motor vehicle repair and service industry an exploratory study in klang valley malaysia |
| topic | H Social Sciences (General) K Law (General) |
| url | http://irep.iium.edu.my/5967/1/Pertanika_Jurnal.pdf |
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