Warranty and its effect towards customer satisfaction in Malaysia’s electronic industry / Mohd Rizaimy Shaharudin...[et al.]

Shaharudin, Mohd Rizaimy and Wan Omar, Maznah and Abu Hassan, Anita and Azyyati, Anuar Warranty and its effect towards customer satisfaction in Malaysia’s electronic industry / Mohd Rizaimy Shaharudin...[et al.]. Voice of Academia (VOA), 6 (2). pp. 1-16. ISSN 1985-5079

Official URL: https://voa.uitm.edu.my/

Abstract

This study aims to determine the factors affecting customer satisfaction in
after-sales service. It helps to extend the understanding on warranty and its
influence towards customers’ satisfaction, an important element in retaining
a profitable business relationship with the customer. To date, there have
been very minimal studies conducted on the after-sales service in business
organizations particularly the electronic industry in Malaysia. Therefore,
from the data presented in this study, it can be expected that the findings can
benefit both the industrial community and the academia by giving a new
source of ideas and information. Results indicated to confirm on the earlier
literature that there was a strong relationship between warranty and
customer satisfaction in either the consumer or the business market
environment. Future research should focus on the similar study of factors
affecting customer satisfaction in after-sales service in other prominent
industries such as automotive, construction and other manufacturing as
well as service sectors.

Metadata

Item Type: Article
Creators:
Creators
Email / ID Num.
Shaharudin, Mohd Rizaimy
rizaimy@kedah.uitm.edu.my
Wan Omar, Maznah
maznah199@kedah.uitm.edu.my
Abu Hassan, Anita
anita397@kedah.uitm.edu.my
Azyyati, Anuar
azyyati@kedah.uitm.edu.my
Subjects: H Social Sciences > HD Industries. Land use. Labor > Management. Industrial Management
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Kedah > Sg Petani Campus > Research Management Institute (RMI), UiTM Cawangan Kedah
Journal or Publication Title: Voice of Academia (VOA)
UiTM Journal Collections: UiTM Journal > Voice of Academia (VOA)
ISSN: 1985-5079
Volume: 6
Number: 2
Page Range: pp. 1-16
Keywords: After-sales Service, Delivery, Installation, Warranty, Satisfaction.
URI: https://ir.uitm.edu.my/id/eprint/30889
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ID Number

30889

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