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You searched Library Catalogue - Author: Gordon, John R.
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Call Number (WOU)
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SP CEMBA 2016 67
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Author
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Lim, Boon Seong
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Title
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The relationship of customer retention and its predictors in Malaysia
automobile aftersales service industry / Lim Boon Seong
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Abstract
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This research paper intends to study how significant the four factors (service explanation, speed of delivery, customer relationship and service quality) influence consumer’s retention rate in Malaysia Automobile Aftersales Service Industry. Four hypotheses were formulated to determine the relationship between each of the independent factors and consumer’s retention rate. The study revealed that significant relationships were existed between all the four factors
with customer relationship being the most significant among the four factors. Through this study,
the various automobile companies in Malaysia will be able to better prioritize their decision making
when it comes to taking decisive action to improve their after-sales service retention rate. On top of
that, we can also observe the behavioural pattern of Malaysian when it comes to car brand
preference, their car service interval and spending power that they are able to accept.
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Notes
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Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA)
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Publisher/Year
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Penang : School of Business and Administration, Wawasan Open University, 2016
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Physical Description
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1 online resource ( 105 pages) : illustrations, text file, PDF.
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Subject
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Customer satisfaction
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Subject
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Service industries -- Customer services
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