Demystifying customer satisfaction towards an authorised automobile service centre / Cho Sin Win...[et al.]
Understanding and sustaining customer satisfaction is vital and challenging specifically in the automobile service industry. Therefore, the present study aims to identify factors influencing customer satisfaction towards the automobile service center. SERVQUAL instrument was adapted and more than 38...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
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Universiti Teknologi MARA, Kedah
2019
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| Online Access: | https://ir.uitm.edu.my/id/eprint/33171/ |
| _version_ | 1848808213133131776 |
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| author | Cho, Sin Win Md Isa, Normalisa Salahuddin, Norkhazzaina Sivapathy, Arunnaa Ramlee, Afifah Alwani |
| author_facet | Cho, Sin Win Md Isa, Normalisa Salahuddin, Norkhazzaina Sivapathy, Arunnaa Ramlee, Afifah Alwani |
| author_sort | Cho, Sin Win |
| building | UiTM Institutional Repository |
| collection | Online Access |
| description | Understanding and sustaining customer satisfaction is vital and challenging specifically in the automobile service industry. Therefore, the present study aims to identify factors influencing customer satisfaction towards the automobile service center. SERVQUAL instrument was adapted and more than 380 questionnaires were distributed to the respondents who had experience visiting the automobile service center in the northern region of Malaysia. The result of the study showed there is a significant relationship between service quality and customer satisfaction where it has explained about 48% of the variation in customer satisfaction. Empathy, reliability, responsiveness, and assurance were found to be important factors in influencing customer satisfaction. |
| first_indexed | 2025-11-14T22:55:08Z |
| format | Article |
| id | uitm-33171 |
| institution | Universiti Teknologi MARA |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T22:55:08Z |
| publishDate | 2019 |
| publisher | Universiti Teknologi MARA, Kedah |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | uitm-331712021-01-14T17:07:26Z https://ir.uitm.edu.my/id/eprint/33171/ Demystifying customer satisfaction towards an authorised automobile service centre / Cho Sin Win...[et al.] voa Cho, Sin Win Md Isa, Normalisa Salahuddin, Norkhazzaina Sivapathy, Arunnaa Ramlee, Afifah Alwani Consumer satisfaction Customer services. Customer relations Understanding and sustaining customer satisfaction is vital and challenging specifically in the automobile service industry. Therefore, the present study aims to identify factors influencing customer satisfaction towards the automobile service center. SERVQUAL instrument was adapted and more than 380 questionnaires were distributed to the respondents who had experience visiting the automobile service center in the northern region of Malaysia. The result of the study showed there is a significant relationship between service quality and customer satisfaction where it has explained about 48% of the variation in customer satisfaction. Empathy, reliability, responsiveness, and assurance were found to be important factors in influencing customer satisfaction. Universiti Teknologi MARA, Kedah 2019 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/33171/1/AJ_CHO%20SIN%20WIN%20VOA%20K%2019.pdf Cho, Sin Win and Md Isa, Normalisa and Salahuddin, Norkhazzaina and Sivapathy, Arunnaa and Ramlee, Afifah Alwani (2019) Demystifying customer satisfaction towards an authorised automobile service centre / Cho Sin Win...[et al.]. (2019) Voice of Academia (VOA) <https://ir.uitm.edu.my/view/publication/Voice_of_Academia_=28VOA=29.html>, 15 (2). pp. 74-80. ISSN 2682-7840 https://voa.uitm.edu.my/ |
| spellingShingle | Consumer satisfaction Customer services. Customer relations Cho, Sin Win Md Isa, Normalisa Salahuddin, Norkhazzaina Sivapathy, Arunnaa Ramlee, Afifah Alwani Demystifying customer satisfaction towards an authorised automobile service centre / Cho Sin Win...[et al.] |
| title | Demystifying customer satisfaction towards an authorised automobile service centre / Cho Sin Win...[et al.] |
| title_full | Demystifying customer satisfaction towards an authorised automobile service centre / Cho Sin Win...[et al.] |
| title_fullStr | Demystifying customer satisfaction towards an authorised automobile service centre / Cho Sin Win...[et al.] |
| title_full_unstemmed | Demystifying customer satisfaction towards an authorised automobile service centre / Cho Sin Win...[et al.] |
| title_short | Demystifying customer satisfaction towards an authorised automobile service centre / Cho Sin Win...[et al.] |
| title_sort | demystifying customer satisfaction towards an authorised automobile service centre / cho sin win...[et al.] |
| topic | Consumer satisfaction Customer services. Customer relations |
| url | https://ir.uitm.edu.my/id/eprint/33171/ https://ir.uitm.edu.my/id/eprint/33171/ |