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Title:	The separate impact of multi-perspective quality practices on key performance indicators and customer satisfaction in Malaysian automotive dealers service centres
Authors:	Omar Sabbagh (P75455)
Supervisor:	Mohd Nizam Ab Rahman, Assoc. Prof. Dr.
Keywords:	Automotive business Service centres Key performance indicators Customer satisfaction Universiti Kebangsaan Malaysia -- Dissertations
Issue Date:	24-Jul-2017
Description:	The automotive business is gradually transforming into a service-based business, while the after-sales (AS) service is becoming a strategic business driver to maintain a high level of customer satisfaction (CS) and to increase the capital revenue. In this conception, the relationship between quality and performance management is still adversarial, wherein the non-financial aspect of performance measurements is significantly ignored; besides, the contribution of quality practices to CS continues to be elusive and context oriented. This research is conducted in the context of Malaysian automotive dealerships service centres in which the primary objectives are to identify the total quality management (TQM) practices and the financial and non-financial key performance indicators (KPIs) adopted in this sector, and to examine the impact of TQM practices on AS KPIs, as well as to investigate the asymmetric influence of product and service quality on CS along with testing the moderation role of warranty presence to better explaining in the antecedent relationships. A quantitative survey methodology was employed and two structured questionnaires were elaborated based on validated theoretical concepts. A total of 561 copies were mailed to the service managers, while 500 copies were personally distributed among the car owners in the targeted dealerships; two conceptual models were developed, while the obtained data were analysed with the help of structural equation modelling (SEM) entailing two techniques: partial least squares technique (PLS) and covariant base technique (CB) in association with multiple group analysis (MGA). The empirical results manifest a robust goodness of fit to the both developed models, wherein the first conceptual model implies the applicability of automotive manufacturing practices of TQM in automotive service sector, while the relationship between TQM practices and the AS KPIs is proved significant; whereas the second conceptual model demonstrates a significant relationship of each of product quality and service quality towards CS wherein product quality has a lesser influence on CS comparing to the service quality, further the moderation role of warranty presence is supported, specifically, the warranty moderator emphasises the dependency of CS on the discrete service quality dimensions, more importantly, the diverse statistical techniques adopted in this research ensure cultivating rigorous results, while the two cross validation techniques provide adequate validity into the both conceptual models. The conclusions build on the body of knowledge on quality relationships in the context of automotive AS service; practically, it is concluded that instilling the quality concepts and practices can impart the market leadership from two perspectives: the financial and non-financial performance and the CS, as well as, emphasising the determinant role of service quality in building the CS value along with the interaction of the warranty service by which the car owners can be clustered to deepen the understanding of the relationship between customers and dealers. The cross sectional nature of the obtained data is considered the main limitation of this research, which lacks the ability to develop causal relations rather than providing a descriptive explanation, in addition to the adaptation of the functional service quality, whereas the technical quality is ignored in measuring the service quality construct. The avenues of future research are to conduct a longitudinal study with qualitative data to investigate heuristically the proposed models' causal relationships and to embody the technical quality dimensions in measuring the service quality value.,Certification of Master's/Doctoral Thesis" is not available
Pages:	226
Publisher:	UKM, Bangi
Appears in Collections:	Faculty of Engineering and Built Environment / Fakulti Kejuruteraan dan Alam Bina

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