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Relationship quality and customer loyalty of Malaysian national carmakers


Saidin, Zainil Hanim and Saad, Rohaizah and Mohd Mokhtar, Sany Sanuri and Yusoff, Rushami Zien (2017) Relationship quality and customer loyalty of Malaysian national carmakers. In: 6th International Conference On Social Sciences Research 2017, 4th December 2017, Melia, Kuala Lumpur, Malaysia.

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Abstract

Business organizations are losing customers and unable to attract new customers for various reasons.Studies have proven that the organizations with the unique competitive advantage are having benefit to retain the customer as well as attracting the new customer over the competitors. Relationship quality was identified as the intangible source of competitive advantage that ensures customer return for the long-term beneficial relationship.However, the difference in the context of study needs different measures of relationship quality to make up such quality that could bring different results to the level of customer loyalty.Therefore, the objective of this study is to investigate the influence of the relationship quality with industry-specific dimension on the level of customer loyalty in the context of Malaysian automotive industry. The systematic sampling using intercept survey design will be used.The sample of the study consists of the present individual customers of Malaysian national carmakers.

Item Type: Conference or Workshop Item (Paper)
Additional Information: E-ISBN: 978-967-0792-23-1
Uncontrolled Keywords: Relationship quality, customer loyalty, systematic sampling, Malaysian national carmakers.
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: School of Business Management
Depositing User: Mrs. Norazmilah Yaakub
Date Deposited: 13 Feb 2018 03:47
Last Modified: 13 Feb 2018 03:47
URI: http://repo.uum.edu.my/id/eprint/23075

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