Saidin, Zainil Hanim and Olayemi, Abdullateef Aliyu and Mohd Mokhtar, Sany Sanuri and Yusoff, Rushami Zien (2014) Integration of relationship quality and customer loyalty in national carmakers. In: International Conference on Business Management (ICBM) 2014, 18-19 August 2014, Putra World Trade Centre (PWTC), Kuala Lumpur, Malaysia.

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Abstract

This study will look at the concept of relationship quality (RQ) and its relationship to customer loyalty in Malaysian national carmaker. Automotive industry as one of the major contributor to Malaysian GDP which stated 3.2 per cent; has experienced a new wave with the introduction of new automotive policy called National Automotive Policy (NAP).The major challenge faced by the local manufacturer is competition with all the automotive giants in a more liberalised market.The growth in local market also dominated by non-national carmakers which can be seen from the latest report by JF APEX Securities which stated that as of November 2013, Honda and Toyota recorded 17 per cent and 14 per cent respectively (Utusan Malaysia, 2013).The way forward is how the national carmaker want to compete not only locally but going internationally to strengthen their survival in the industry or at least remain on par in Asean. Empirically, relationship quality has been recognised as one of the important aspects that breeds loyalty but received less attention in the study of customer loyalty especially in Malaysia.Therefore, a conceptual model is developed based on observed practical gap, industry reports and review of empirical literatures on RQ in multi-dimensional disciplines.

Item Type:	Conference or Workshop Item (Paper)
Additional Information:	ISBN 978-957-0910-05-5 Organized by: School of Business Management (SBM) Universiti Utara Malaysia
Uncontrolled Keywords:	Relationship quality, Asean, GDP, automotive industry, Malaysia
Subjects:	T Technology > TS Manufactures
Divisions:	School of Business Management
Depositing User:	Dr. Aliyu Olayemi Abdullateef
Date Deposited:	22 Jun 2017 03:26
Last Modified:	22 Jun 2017 03:26
URI:	https://repo.uum.edu.my/id/eprint/22463

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