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You searched Library Catalogue - Author: Loh, Shiau Ting
Call Number (WOU) SP CEMBA 2016 67
Author Lim, Boon Seong
Title The relationship of customer retention and its predictors in Malaysia automobile aftersales service industry / Lim Boon Seong
Abstract 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.
Notes Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA)
Publisher/Year Penang : School of Business and Administration, Wawasan Open University, 2016
Physical Description 1 online resource ( 105 pages) : illustrations, text file, PDF.
Subject Customer satisfaction
Subject Service industries -- Customer services

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