The incidence of lower limb amputation is high across the globe and continues to be a major threat to morbidity and mortality. Consequently, the provision of high quality and effective prosthetics services have been known as an essential component for a successful rehabilitation outcome. In Malaysia, amputation prevalence has been increasing in which several main components of service delivering aspects (such as service intervention, prosthetic personnel) should be anticipated to accommodate for the increasing demand. This article highlights the hurdles experienced in providing prosthetic services in Malaysia from multiple aspects such as financial burden to acquire the prosthesis and lack of expertise to produce quality prosthesis. This paramount issues consequently justify for the urgency to carry out national level survey on the current statistics of lower limb amputation and to ascertain the available workforce to provide a quality prosthetics services. Only with accurate and current information from the national survey, strategies and policies aimed at enhancing the outcome from prosthetics services can be achieved.
This paper aims to examine the relationship between customer loyalty, service quality and brand image after sales at national automotive service centers in Malaysia. The study used a quantitative method and was completed using a SERVQUAL model. The questionnaire was answered by 311 respondents. It was discovered that brand image and customer loyalty was determined by the customers' perception of the service quality provided by the automotive service centers in terms of technical quality and customer service. The study found a strong correlation between customer loyalty, brand image, and the service quality which includes two elements such as technical quality and customer service. It was discovered that there is a significant relationship between customer loyalty, service quality and brand image. Customer loyalty was affected by service quality and brand image at the service centers by 87%. The study highlights the intangible dimensions of customer loyalty in relations between service quality and brand image.Contribution/ Originality: This study contributes to the existing literature on customer behavior in automotive industry. Technical quality and customer service were found to be important factors that influenced customer loyalty and brand image. Findings of the study enable researchers to share customer perspectives and insights after sales in term of customer behavior.
The relationship between service quality and customer loyalty has been the focus of service organizations for decades when pursuing competitiveness and profitability. Albeit being the focus of research for years, the customer's perception of the measures of service quality according to specific industry dimensions and contexts is still a major argument. As such, this study aimed to investigate service quality in the context of automotive after-sales service, specifically that provided by Malaysian national carmakers' service providers. This study also evaluated the role of the national carmakers' brand image and how it impacts the level of customer loyalty. This study found that national carmakers should focus on customer service and technical quality in order to achieve a higher quality of service, as well as strengthen their image to ensure customers return for the subsequent service and secure new vehicle sales. This study's primary data was obtained from questionnaires involving 321 respondents. Statistical analysis using the SPSS software was performed on the data. Empirical findings have provided insights for carmakers, especially after-sales service, on the importance of service quality, especially the element of customer service, technical quality and a strong image that captures customers' loyalty.
This paper highlights the findings from the research question, namely: “How do the participating parents work with their children at home?” This is a qualitative study involving seven participating parents of struggling readers of ESL in a Malaysian primary classroom. Interviews were conducted to obtain information from the participants and data was inductively analysed encompassing a co-construction of meaning between the participants’ expressions and researcher’s own interpretation. Two major themes emerged from the data namely involvement; and challenges. In this paper, the results of one of the main themes developed, that is challenges will be discussed. This paper focuses on three types of challenges reported by the participating parents of this study which are “parents and family factors”, “school and teacher factors” and “child factors”. The findings of this study suggest some implications for the system surrounding struggling readers in the Malaysian context including strengthening home-school relationship and establishing educational program for parents.
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