The influence of after-sales service quality, relationship quality and alternative attractiveness on customer loyalty of Malaysian national carmakers
This study aimed to explore the influence of the industry‘s specific dimensions of service quality on relationship quality, and customer loyalty with moderating effect of alternative attractiveness. The philosophical social exchange theory (SET) was employed to develop a conceptual framework, and ba...
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Main Author: | Zainil Hanim, Saidin |
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Format: | Thesis |
Language: | eng eng |
Published: |
2017
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Subjects: | |
Online Access: | https://etd.uum.edu.my/7317/1/s95539_01.pdf https://etd.uum.edu.my/7317/2/s95539_02.pdf |
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