Examining industry-specific after-sales service quality towards the level of customer loyalty : a case of Malaysian national carmakers

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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...

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Bibliographic Details
Main Authors:	Zainil Hanim Saidin, Wan Afezah Wan Abdul Rahman, Siti Noratisah Mohd Nafi, Rohaizah Saad, Sany Sanuri Mohd. Mokhtar
Format:	Article
Language:	English
Published:	Penerbit Universiti Kebangsaan Malaysia 2022
Online Access:	http://journalarticle.ukm.my/20499/ http://journalarticle.ukm.my/20499/1/56099-184817-1-SM.pdf

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