Examining industry-specific after-sales service quality towards the level of customer loyalty : a case of Malaysian national carmakers
The intangible and elusive nature of service requires an industry-specific measures of service quality. This study is intended to assess the service quality in after-sales services by looking into each of the dimensions in SERVQUAL through modifying said dimensions tailored towards the needs o...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Penerbit Universiti Kebangsaan Malaysia
2022
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| Online Access: | http://journalarticle.ukm.my/20499/1/56099-184817-1-SM.pdf |