Consumers' perceptions on the service quality in the motor vehicle repair and service industry: an exploratory study in Klang Valley, Malaysia

Motor vehicle repair and service are common and regular services used by consumers in Malaysia. The high demand for the these services is contributed by the continued increase in the number of registered vehicles and the number of driving licence issued annually. There are also many compliants repor...

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Main Authors:	Abu Bakar, Elistina, Amin, Naemah
Format:	Article
Language:	English
Published:	Universiti Putra Malaysia Press 2011
Subjects:	H Social Sciences (General) K Law (General)
Online Access:	http://irep.iium.edu.my/5967/ http://irep.iium.edu.my/5967/ http://irep.iium.edu.my/5967/1/Pertanika_Jurnal.pdf

id	iium-5967
recordtype	eprints
spelling	iium-59672011-11-21T22:08:41Z http://irep.iium.edu.my/5967/ Consumers' perceptions on the service quality in the motor vehicle repair and service industry: an exploratory study in Klang Valley, Malaysia Abu Bakar, Elistina Amin, Naemah H Social Sciences (General) K Law (General) Motor vehicle repair and service are common and regular services used by consumers in Malaysia. The high demand for the these services is contributed by the continued increase in the number of registered vehicles and the number of driving licence issued annually. There are also many compliants reported in the Tribunal for Consumer Claims (TCC) in relation to this industry. Thus, this study aimed to identify the perceptions of consumers towards the quality of the services provided by motor vehicle garages. A total of 400 respondents participated in the study through simple random sampling and data were collected using a self-administered questionnaire.The result of this study indicated that most of the respondents generally had low and moderate perceptions of the service quality. Universiti Putra Malaysia Press 2011 Article PeerReviewed application/pdf en http://irep.iium.edu.my/5967/1/Pertanika_Jurnal.pdf Abu Bakar, Elistina and Amin, Naemah (2011) Consumers' perceptions on the service quality in the motor vehicle repair and service industry: an exploratory study in Klang Valley, Malaysia. Pertanika Journal of Social Science & Humanities, 19 (2). pp. 409-422. ISSN 0128-7702 http://www.pertanika.upm.edu.my/index%20-%20JSSH.htm
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	H Social Sciences (General) K Law (General)
spellingShingle	H Social Sciences (General) K Law (General) Abu Bakar, Elistina Amin, Naemah Consumers' perceptions on the service quality in the motor vehicle repair and service industry: an exploratory study in Klang Valley, Malaysia
description	Motor vehicle repair and service are common and regular services used by consumers in Malaysia. The high demand for the these services is contributed by the continued increase in the number of registered vehicles and the number of driving licence issued annually. There are also many compliants reported in the Tribunal for Consumer Claims (TCC) in relation to this industry. Thus, this study aimed to identify the perceptions of consumers towards the quality of the services provided by motor vehicle garages. A total of 400 respondents participated in the study through simple random sampling and data were collected using a self-administered questionnaire.The result of this study indicated that most of the respondents generally had low and moderate perceptions of the service quality.
format	Article
author	Abu Bakar, Elistina Amin, Naemah
author_facet	Abu Bakar, Elistina Amin, Naemah
author_sort	Abu Bakar, Elistina
title	Consumers' perceptions on the service quality in the motor vehicle repair and service industry: an exploratory study in Klang Valley, Malaysia
title_short	Consumers' perceptions on the service quality in the motor vehicle repair and service industry: an exploratory study in Klang Valley, Malaysia
title_full	Consumers' perceptions on the service quality in the motor vehicle repair and service industry: an exploratory study in Klang Valley, Malaysia
title_fullStr	Consumers' perceptions on the service quality in the motor vehicle repair and service industry: an exploratory study in Klang Valley, Malaysia
title_full_unstemmed	Consumers' perceptions on the service quality in the motor vehicle repair and service industry: an exploratory study in Klang Valley, Malaysia
title_sort	consumers' perceptions on the service quality in the motor vehicle repair and service industry: an exploratory study in klang valley, malaysia
publisher	Universiti Putra Malaysia Press
publishDate	2011
url	http://irep.iium.edu.my/5967/ http://irep.iium.edu.my/5967/ http://irep.iium.edu.my/5967/1/Pertanika_Jurnal.pdf
first_indexed	2023-09-18T20:14:48Z
last_indexed	2023-09-18T20:14:48Z
_version_	1777407715536011264

Consumers' perceptions on the service quality in the motor vehicle repair and service industry: an exploratory study in Klang Valley, Malaysia

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