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Abstract
The relationship between sellers and buyers continues even after the completion of the purchase transactions. One of the best examples is the automotive industries where customers expect values that come with the product that satisfies the buyer. After-sales services have been proven to be important and therefore strategic framework is essential in the automotive industries. Technical services appear to be the part of after-sales in automotive industries that might be the reason why some businesses are successful overall. Technical services if not handled properly, they may face the risk of losing the customers. This study indicates that organizations in the automotive industries have room for improvements to its after-sales activities with respect to their relationship with customers, which can be accomplished in strategic and systematic manner. The study also undertakes the understanding of the impacts of the customer satisfaction and customer loyalty towards technical services in the automotive industries. The outcome of this study is focused on the technical services, customer satisfaction and customer loyalty. It investigates the impact of the technical service factors on automotive customers. The study highlighted the factors that automotive industries need to consider in order to enhance their internal and external capabilities and competitive position. Hence, this might improve the effectiveness of automotive players in the marketplace. This study adopts a quantitative methods using questionnaire survey at various automotive service users in Klang Valley. The results indicated that most of the factors analysed are supported for customer satisfaction and customer loyalty. Ultimately, this study has provided an enhanced understanding on how do organisations increase customer satisfaction and customer loyalty and the key finding is essential for the organisation to implement policies in order to achieve a greater competitive outcome leading to organisational success.
Published Version
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