Customer Retention Model – A Case Study of a Branded Passenger Car
Current automobile players are facing steep competition but no empirical study on antecedents of customers’ repurchase intention of a branded passenger car has been done. A conceptual framework that integrates three previous frameworks has been developed to understand current car owner repurchase in...
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Universiti Malaysia Sarawak
2013
|
| Subjects: | |
| Online Access: | http://ir.unimas.my/id/eprint/180/ http://ir.unimas.my/id/eprint/180/1/Customer_Retention_Model%E2%80%93A_abstract.pdf |
| _version_ | 1848834492524920832 |
|---|---|
| author | Soon, Wong Lai de Run, Ernest Cyril Hong, Ngerng Miang |
| author_facet | Soon, Wong Lai de Run, Ernest Cyril Hong, Ngerng Miang |
| author_sort | Soon, Wong Lai |
| building | UNIMAS Institutional Repository |
| collection | Online Access |
| description | Current automobile players are facing steep competition but no empirical study on antecedents of customers’ repurchase intention of a branded passenger car has been done. A conceptual framework that integrates three previous frameworks has been developed to understand current car owner repurchase intention. A multi-stage sampling scheme, cluster followed by random sampling was used to select 450 respondents for a questionnaire survey; out of which 360 completed responses were used in analysis. The response was analyzed through Structural Equation Modeling (SEM). The findings indicate that trust and customer satisfaction are crucial driving factors in customers’ repurchase intention. Customer’s perceptions about service, product quality and price fairness are the foundations in building customer satisfaction. The estimated SEM portrait the multi-relationships among the six construct. This model presents is much more informative then those reported before and the findings can be of significant contribution to a car manufacturer endeavor in customer’s retention. |
| first_indexed | 2025-11-15T05:52:50Z |
| format | Article |
| id | unimas-180 |
| institution | Universiti Malaysia Sarawak |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T05:52:50Z |
| publishDate | 2013 |
| publisher | Universiti Malaysia Sarawak |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | unimas-1802017-01-03T06:49:25Z http://ir.unimas.my/id/eprint/180/ Customer Retention Model – A Case Study of a Branded Passenger Car Soon, Wong Lai de Run, Ernest Cyril Hong, Ngerng Miang A11 Universiti Malaysia Sarawak-- Periodicals --Journal. AC Collections. Series. Collected works H Social Sciences (General) Current automobile players are facing steep competition but no empirical study on antecedents of customers’ repurchase intention of a branded passenger car has been done. A conceptual framework that integrates three previous frameworks has been developed to understand current car owner repurchase intention. A multi-stage sampling scheme, cluster followed by random sampling was used to select 450 respondents for a questionnaire survey; out of which 360 completed responses were used in analysis. The response was analyzed through Structural Equation Modeling (SEM). The findings indicate that trust and customer satisfaction are crucial driving factors in customers’ repurchase intention. Customer’s perceptions about service, product quality and price fairness are the foundations in building customer satisfaction. The estimated SEM portrait the multi-relationships among the six construct. This model presents is much more informative then those reported before and the findings can be of significant contribution to a car manufacturer endeavor in customer’s retention. Universiti Malaysia Sarawak 2013-04-18 Article PeerReviewed text en http://ir.unimas.my/id/eprint/180/1/Customer_Retention_Model%E2%80%93A_abstract.pdf Soon, Wong Lai and de Run, Ernest Cyril and Hong, Ngerng Miang (2013) Customer Retention Model – A Case Study of a Branded Passenger Car. Universiti Malaysia Sarawak. |
| spellingShingle | A11 Universiti Malaysia Sarawak-- Periodicals --Journal. AC Collections. Series. Collected works H Social Sciences (General) Soon, Wong Lai de Run, Ernest Cyril Hong, Ngerng Miang Customer Retention Model – A Case Study of a Branded Passenger Car |
| title | Customer Retention Model – A Case Study of a Branded Passenger Car |
| title_full | Customer Retention Model – A Case Study of a Branded Passenger Car |
| title_fullStr | Customer Retention Model – A Case Study of a Branded Passenger Car |
| title_full_unstemmed | Customer Retention Model – A Case Study of a Branded Passenger Car |
| title_short | Customer Retention Model – A Case Study of a Branded Passenger Car |
| title_sort | customer retention model – a case study of a branded passenger car |
| topic | A11 Universiti Malaysia Sarawak-- Periodicals --Journal. AC Collections. Series. Collected works H Social Sciences (General) |
| url | http://ir.unimas.my/id/eprint/180/ http://ir.unimas.my/id/eprint/180/1/Customer_Retention_Model%E2%80%93A_abstract.pdf |