Automotive after-sales service quality attributes and customer loyalty: an empirical study of Malaysian national carmakers
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 literature and t...
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Malaysian Academy of SME & Entrepreneurship Development (MASMED), Universiti Teknologi MARA
2016
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