To set itself apart from its rivals, the automotive industry's after-sales service is recognised as a crucial success component. The aim of this study is to investigate the association between four service quality dimensions namely responsiveness, empathy, assurance and reliability and customer satisfaction, in this case, Malaysian's car owner's satisfaction. This research is done using quantitative method using online survey that being respond by 400 car owners that own Malaysian national brand cars. The structural model was evaluated using Partial Least Square (PLS-SEM). The analysis indicated that reliability does not affect customer satisfaction, which does not support hypotheses (Reliability→ Customer Satisfaction: β = 0.116, T =1.910, p > 0.05). The results also indicate that responsiveness, assurance, and empathy positively and significantly affect customer satisfaction. This study suggests to carrying out the future study on customer retention and brand value enhancement.
The purpose of this study is to analyze the exposure of the specific exchange rate to the sectors due to the changes in the exchange rate regimes. To evaluate the exposure and the consequence of policy change, two models were used. The data was from Malaysian listed firms' stock returns and foreign exchange rates. The secondary data of 128 firms were chosen using the Bloomberg database from Bursa Malaysia. The firm's stock price and exchange rates were collected from January 1990 to July 2010. 20 years data were specifically chosen to obtain the exchange rate regime cycle before, during, and after pegging. The monthly returns and excess returns were computed from the data collected. As a result, the notion that no firms were exposed to the USD during the pegged period is no longer valid. The finance sector showed a significant exposure against the USD. This was probably due to the movement of the MYR against the USD. The exposure to the firms may also have been influenced by the cross-exchange rate of MYR with other currencies.
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