Staff View: Dealers' satisfaction with service quality of pre delivery inspection at Honda Malaysia Sdn Bhd / Afeira Helena Zainudin

Dealers' satisfaction with service quality of pre delivery inspection at Honda Malaysia Sdn Bhd / Afeira Helena Zainudin

Pre Delivery Inspection (PDI) is of the sections at Honda Malaysia Sdn Bhd. Honda has been a strong and aggressive player in the Malaysian automotive market. All cars must be thoroughly inspected at PDI before being delivered to dealers. There are 3 units in PDI which are accessorized and budget, qu...

Full description

Saved in:

Bibliographic Details
Main Author:	Zainudin, Afeira Helena
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2008
Subjects:	Automotive transportation Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations
Online Access:	http://ir.uitm.edu.my/id/eprint/21386/1/PPb_AFEIRA%20HELENA%20ZAINUDIN%20M%20BM%2008_5.pdf http://ir.uitm.edu.my/id/eprint/21386/
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my.uitm.ir.21386
record_format	eprints
spelling	my.uitm.ir.213862018-10-25T06:36:46Z http://ir.uitm.edu.my/id/eprint/21386/ Dealers' satisfaction with service quality of pre delivery inspection at Honda Malaysia Sdn Bhd / Afeira Helena Zainudin Zainudin, Afeira Helena Automotive transportation Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations Pre Delivery Inspection (PDI) is of the sections at Honda Malaysia Sdn Bhd. Honda has been a strong and aggressive player in the Malaysian automotive market. All cars must be thoroughly inspected at PDI before being delivered to dealers. There are 3 units in PDI which are accessorized and budget, quality and logistic, and operation. This section's function is to deliver quality car to dealers. There are 5 steps before the cars are released from PDI. This process includes receiving, accessorizing; inspection, washing and leak testing and loading. The main purpose of this study is to identify the current level of service quality given by Pre Delivery Inspection (PDI) of HMSB to the dealers, to know which of the 5 dimensions of service quality (tangibles, reliability responsiveness, assurance and empathy) that is the most influence of dealers satisfaction towards services quality provided by PDI of HMSB, to examine the significant relationships between dealer's satisfaction with the 5 dimensions (tangibles, reliability, responsiveness, assurance and empathy) and to give the recommendations for PDI HMSB in order to satisfy the dealers' expectations of the service quality. This research is conducted by using non-probability sampling and the sampling method is convenience sampling. The sampling size would be 50 respondents however only 39 have been answered. It has been taken conveniently at KAH Motor Melaka. From the finding the most influence of dealers' satisfaction towards services quality is assurance. As a conclusion on this research all objectives have successfully been met. Based on the finding, some recommendations have been suggested in order to enhance the dealers' satisfaction. Faculty of Business and Management 2008 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/21386/1/PPb_AFEIRA%20HELENA%20ZAINUDIN%20M%20BM%2008_5.pdf Zainudin, Afeira Helena (2008) Dealers' satisfaction with service quality of pre delivery inspection at Honda Malaysia Sdn Bhd / Afeira Helena Zainudin. [Student Project] (Unpublished)
institution	Universiti Teknologi Mara
building	Tun Abdul Razak Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Teknologi Mara
content_source	UiTM Institutional Repository
url_provider	http://ir.uitm.edu.my/
language	English
topic	Automotive transportation Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations
spellingShingle	Automotive transportation Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations Zainudin, Afeira Helena Dealers' satisfaction with service quality of pre delivery inspection at Honda Malaysia Sdn Bhd / Afeira Helena Zainudin
description	Pre Delivery Inspection (PDI) is of the sections at Honda Malaysia Sdn Bhd. Honda has been a strong and aggressive player in the Malaysian automotive market. All cars must be thoroughly inspected at PDI before being delivered to dealers. There are 3 units in PDI which are accessorized and budget, quality and logistic, and operation. This section's function is to deliver quality car to dealers. There are 5 steps before the cars are released from PDI. This process includes receiving, accessorizing; inspection, washing and leak testing and loading. The main purpose of this study is to identify the current level of service quality given by Pre Delivery Inspection (PDI) of HMSB to the dealers, to know which of the 5 dimensions of service quality (tangibles, reliability responsiveness, assurance and empathy) that is the most influence of dealers satisfaction towards services quality provided by PDI of HMSB, to examine the significant relationships between dealer's satisfaction with the 5 dimensions (tangibles, reliability, responsiveness, assurance and empathy) and to give the recommendations for PDI HMSB in order to satisfy the dealers' expectations of the service quality. This research is conducted by using non-probability sampling and the sampling method is convenience sampling. The sampling size would be 50 respondents however only 39 have been answered. It has been taken conveniently at KAH Motor Melaka. From the finding the most influence of dealers' satisfaction towards services quality is assurance. As a conclusion on this research all objectives have successfully been met. Based on the finding, some recommendations have been suggested in order to enhance the dealers' satisfaction.
format	Student Project
author	Zainudin, Afeira Helena
author_facet	Zainudin, Afeira Helena
author_sort	Zainudin, Afeira Helena
title	Dealers' satisfaction with service quality of pre delivery inspection at Honda Malaysia Sdn Bhd / Afeira Helena Zainudin
title_short	Dealers' satisfaction with service quality of pre delivery inspection at Honda Malaysia Sdn Bhd / Afeira Helena Zainudin
title_full	Dealers' satisfaction with service quality of pre delivery inspection at Honda Malaysia Sdn Bhd / Afeira Helena Zainudin
title_fullStr	Dealers' satisfaction with service quality of pre delivery inspection at Honda Malaysia Sdn Bhd / Afeira Helena Zainudin
title_full_unstemmed	Dealers' satisfaction with service quality of pre delivery inspection at Honda Malaysia Sdn Bhd / Afeira Helena Zainudin
title_sort	dealers' satisfaction with service quality of pre delivery inspection at honda malaysia sdn bhd / afeira helena zainudin
publisher	Faculty of Business and Management
publishDate	2008
url	http://ir.uitm.edu.my/id/eprint/21386/1/PPb_AFEIRA%20HELENA%20ZAINUDIN%20M%20BM%2008_5.pdf http://ir.uitm.edu.my/id/eprint/21386/
_version_	1685649460290387968
score	13.211869

Dealers' satisfaction with service quality of pre delivery inspection at Honda Malaysia Sdn Bhd / Afeira Helena Zainudin

Similar Items