Zainil Hanim Saidin's research while affiliated with Universiti Sains Malaysia and other places

Publications (6)

Article
Full-text available
Understanding the elements that influence buyers' purchase intentions is critical for real estate companies. The goal of this study is to develop a model for investigating behavioural intentions to purchase apartments in Bangladesh. To obtain the preliminary elements, the Theory of Planned Behaviour (TPB) was used as the underpinning theoretical fr...
Article
The intangible and elusive nature of service requires an industry-specific measures of service quality. This study is intended to assess the service quality in after-sales services by looking into each of the dimensions in SERVQUAL through modifying said dimensions tailored towards the needs of the industry. The findings show technical quality as t...
Article
To capture the unique aspect of service quality in a different service setting, an industry-specific measurement is required. For that purpose, this paper is intended to evaluate each of the after-sales service quality attributes individually through the modified dimensions of SERVQUAL. This study had identified technical quality as the key driver...
Article
This paper aims to explore how the intangible element of relationship quality influences the level of customer loyalty towards Malaysian national carmakers in the competitive business of automotive after-sales service. After-sales service is a good platform to retain the customers for a longer term of relationship which creates sustainable business...

Citations

... Most customers still belong to the category with less purchase times, and only a few customers have a high number of repeat purchases. As to what factors can affect the repurchase rate of online customers, some studies have pointed out that customer service after-sales service, advertising promotion, preferential efforts, etc. have a positive impact on consumer satisfaction and repurchase behavior, which will encourage consumers to make future purchase choices [22][23][24][25]. ...
... Customers rather look for the ordinary workshop for the repair, service and maintenance of their cars. They lack loyalty to the national carmakers even though the relationship during the three years has given huge opportunities for the nationals to retain their customers for a long-term business relationship even after the warranty expires (Saidin, Abdul Rahman, Yus Kelana, & Abd Hamid, 2018). ...