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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Adam, Mohamad Zainol Abidin |
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HF5415.33 Consumer Behavior. |
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HF5415.33 Consumer Behavior. Nur Aishah, Abdul Aziz After sales service : Factors influencing customers' satisfaction |
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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. |
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Master's degree |
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Nur Aishah, Abdul Aziz |
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Nur Aishah, Abdul Aziz |
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Nur Aishah, Abdul Aziz |
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After sales service : Factors influencing customers' satisfaction |
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After sales service : Factors influencing customers' satisfaction |
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After sales service : Factors influencing customers' satisfaction |
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After sales service : Factors influencing customers' satisfaction |
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After sales service : Factors influencing customers' satisfaction |
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after sales service : factors influencing customers' satisfaction |
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Universiti Utara Malaysia |
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Othman Yeop Abdullah Graduate School of Business |
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2014 |
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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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