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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:English
English
Published: 2014
Subjects:
HF5415.33 Consumer Behavior.
Online Access:http://etd.uum.edu.my/4049/1/s809997.pdf
http://etd.uum.edu.my/4049/2/s809997_abstract.pdf
http://etd.uum.edu.my/4049/
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spelling my.uum.etd.40492016-04-17T06:50:07Z http://etd.uum.edu.my/4049/ After sales service : Factors influencing customers' satisfaction Nur Aishah, Abdul Aziz 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 NonPeerReviewed text en http://etd.uum.edu.my/4049/1/s809997.pdf text en http://etd.uum.edu.my/4049/2/s809997_abstract.pdf Nur Aishah, Abdul Aziz (2014) After sales service : Factors influencing customers' satisfaction. Masters thesis, Universiti Utara Malaysia.
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Electronic Theses
url_provider http://etd.uum.edu.my/
language English
English
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
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
publishDate 2014
url http://etd.uum.edu.my/4049/1/s809997.pdf
http://etd.uum.edu.my/4049/2/s809997_abstract.pdf
http://etd.uum.edu.my/4049/
_version_ 1644277071370780672
score 13.211869

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