After sales service : Factors influencing customers' satisfaction

This study is conducted to extend the previous research on the service quality by examining the relationship between service quality and customer satisfaction. This study focused on the measurement of customer satisfaction through service quality dimensions using SERVQUAL (tangible, reliability, res...

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Main Author:	Nur Aishah, Abdul Aziz
Format:	Thesis
Language:	eng eng
Published:	2014
Subjects:	HF5415.33 Consumer Behavior.
Online Access:	https://etd.uum.edu.my/4049/1/s809997.pdf https://etd.uum.edu.my/4049/2/s809997_abstract.pdf
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id	my-uum-etd.4049
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Adam, Mohamad Zainol Abidin
topic	HF5415.33 Consumer Behavior.
spellingShingle	HF5415.33 Consumer Behavior. Nur Aishah, Abdul Aziz After sales service : Factors influencing customers' satisfaction
description	This study is conducted to extend the previous research on the service quality by examining the relationship between service quality and customer satisfaction. This study focused on the measurement of customer satisfaction through service quality dimensions using SERVQUAL (tangible, reliability, responsiveness, assurance and empathy) and the extended dimension which is relational benefits and perceived value from the one of national automobile company in the context of after sales service at Ipoh service centre. A quantitative research was conducted to study the relationship and influence factor between service quality dimensions and customer satisfaction. A total number of 169 customers were randomly selected as respondents for the study. Statistical Package software for Social Science (SPSS) Version 20.0 was used to analyze the collected data. Tangibles, reliability and perceived value have positive relationship and have significant impact on customer satisfaction. In the meantime, responsiveness, assurance, empathy and relational benefits have positive relationship but have no significant impact on customer satisfaction. In addition, it was found that only difference in the age groups but not gender, race and monthly income on consumer satisfaction in this study. A recommendation for future research is to identify and investigate other important factors that may increase the quality of after sales service.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Nur Aishah, Abdul Aziz
author_facet	Nur Aishah, Abdul Aziz
author_sort	Nur Aishah, Abdul Aziz
title	After sales service : Factors influencing customers' satisfaction
title_short	After sales service : Factors influencing customers' satisfaction
title_full	After sales service : Factors influencing customers' satisfaction
title_fullStr	After sales service : Factors influencing customers' satisfaction
title_full_unstemmed	After sales service : Factors influencing customers' satisfaction
title_sort	after sales service : factors influencing customers' satisfaction
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2014
url	https://etd.uum.edu.my/4049/1/s809997.pdf https://etd.uum.edu.my/4049/2/s809997_abstract.pdf
_version_	1747827671149051904
spelling	my-uum-etd.40492016-04-17T06:50:07Z After sales service : Factors influencing customers' satisfaction 2014 Nur Aishah, Abdul Aziz Adam, Mohamad Zainol Abidin Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5415.33 Consumer Behavior. This study is conducted to extend the previous research on the service quality by examining the relationship between service quality and customer satisfaction. This study focused on the measurement of customer satisfaction through service quality dimensions using SERVQUAL (tangible, reliability, responsiveness, assurance and empathy) and the extended dimension which is relational benefits and perceived value from the one of national automobile company in the context of after sales service at Ipoh service centre. A quantitative research was conducted to study the relationship and influence factor between service quality dimensions and customer satisfaction. A total number of 169 customers were randomly selected as respondents for the study. Statistical Package software for Social Science (SPSS) Version 20.0 was used to analyze the collected data. Tangibles, reliability and perceived value have positive relationship and have significant impact on customer satisfaction. In the meantime, responsiveness, assurance, empathy and relational benefits have positive relationship but have no significant impact on customer satisfaction. In addition, it was found that only difference in the age groups but not gender, race and monthly income on consumer satisfaction in this study. A recommendation for future research is to identify and investigate other important factors that may increase the quality of after sales service. 2014 Thesis https://etd.uum.edu.my/4049/ https://etd.uum.edu.my/4049/1/s809997.pdf text eng validuser https://etd.uum.edu.my/4049/2/s809997_abstract.pdf text eng public masters masters Universiti Utara Malaysia Altman D.G., (1991). 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After sales service : Factors influencing customers' satisfaction

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