The mediating and moderating effect of psychological factor and salesperson personality on the relationship between cognitive factors and customer satisfaction among automobile users / Sarah Sabir Ahmad

Customer satisfaction has been identified as the key performance indicator of a business and contributes to competitive advantage for the organization. Customer satisfaction changes over time and has been acknowledged as a crucial differentiator and key element to business strategies. Lack of custom...

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Main Author:	Sabir Ahmad, Sarah
Format:	Thesis
Language:	English
Published:	2019
Subjects:	Automotive transportation Consumer satisfaction Malaysia
Online Access:	https://ir.uitm.edu.my/id/eprint/82976/1/82976.pdf
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id	my-uitm-ir.82976
record_format	uketd_dc
spelling	my-uitm-ir.829762024-02-09T05:35:52Z The mediating and moderating effect of psychological factor and salesperson personality on the relationship between cognitive factors and customer satisfaction among automobile users / Sarah Sabir Ahmad 2019 Sabir Ahmad, Sarah Automotive transportation Consumer satisfaction Malaysia Customer satisfaction has been identified as the key performance indicator of a business and contributes to competitive advantage for the organization. Customer satisfaction changes over time and has been acknowledged as a crucial differentiator and key element to business strategies. Lack of customer satisfaction provide a massive impact on the retention of the organization. Due to lackluster customer services, technical glitches and low product quality and services, Proton faced a tremendous decline in sales and lost the market share it once owned. The customer seems to switch from preferring Proton cars to other manufacturers. A minimal amount of research has been done to identify the root, yet the gap still transpires. Therefore, the aim of this present study is first; to determine the influence of cognitive factors (marketing and technological) on customer satisfaction and secondly; to identify the mediating effect of psychological factor on the relationship of cognitive factors and customer satisfaction. Besides, this study also aims to identify the moderating effect of the salesperson personality style (Type A or B) on the said relationship. Since this study is a quantitative in nature, it employed the self-administered questionnaire method for data collection. 2019 Thesis https://ir.uitm.edu.my/id/eprint/82976/ https://ir.uitm.edu.my/id/eprint/82976/1/82976.pdf text en public phd doctoral Universiti Teknologi MARA (UiTM) Faculty of Business and Management Wan Omar, Maznah
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Wan Omar, Maznah
topic	Automotive transportation Consumer satisfaction Malaysia
spellingShingle	Automotive transportation Consumer satisfaction Malaysia Sabir Ahmad, Sarah The mediating and moderating effect of psychological factor and salesperson personality on the relationship between cognitive factors and customer satisfaction among automobile users / Sarah Sabir Ahmad
description	Customer satisfaction has been identified as the key performance indicator of a business and contributes to competitive advantage for the organization. Customer satisfaction changes over time and has been acknowledged as a crucial differentiator and key element to business strategies. Lack of customer satisfaction provide a massive impact on the retention of the organization. Due to lackluster customer services, technical glitches and low product quality and services, Proton faced a tremendous decline in sales and lost the market share it once owned. The customer seems to switch from preferring Proton cars to other manufacturers. A minimal amount of research has been done to identify the root, yet the gap still transpires. Therefore, the aim of this present study is first; to determine the influence of cognitive factors (marketing and technological) on customer satisfaction and secondly; to identify the mediating effect of psychological factor on the relationship of cognitive factors and customer satisfaction. Besides, this study also aims to identify the moderating effect of the salesperson personality style (Type A or B) on the said relationship. Since this study is a quantitative in nature, it employed the self-administered questionnaire method for data collection.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Sabir Ahmad, Sarah
author_facet	Sabir Ahmad, Sarah
author_sort	Sabir Ahmad, Sarah
title	The mediating and moderating effect of psychological factor and salesperson personality on the relationship between cognitive factors and customer satisfaction among automobile users / Sarah Sabir Ahmad
title_short	The mediating and moderating effect of psychological factor and salesperson personality on the relationship between cognitive factors and customer satisfaction among automobile users / Sarah Sabir Ahmad
title_full	The mediating and moderating effect of psychological factor and salesperson personality on the relationship between cognitive factors and customer satisfaction among automobile users / Sarah Sabir Ahmad
title_fullStr	The mediating and moderating effect of psychological factor and salesperson personality on the relationship between cognitive factors and customer satisfaction among automobile users / Sarah Sabir Ahmad
title_full_unstemmed	The mediating and moderating effect of psychological factor and salesperson personality on the relationship between cognitive factors and customer satisfaction among automobile users / Sarah Sabir Ahmad
title_sort	mediating and moderating effect of psychological factor and salesperson personality on the relationship between cognitive factors and customer satisfaction among automobile users / sarah sabir ahmad
granting_institution	Universiti Teknologi MARA (UiTM)
granting_department	Faculty of Business and Management
publishDate	2019
url	https://ir.uitm.edu.my/id/eprint/82976/1/82976.pdf
_version_	1794191959161569280

The mediating and moderating effect of psychological factor and salesperson personality on the relationship between cognitive factors and customer satisfaction among automobile users / Sarah Sabir Ahmad

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