The liberation of world trade has significantly reduced Malaysian government protectionism of its national automotive industry. Local manufacturers have to strive for excellence in order to be able to compete in a business world that is dominated by a few big players. They cannot compete without excellent organizational behavior and culture. One of the important aspects of organizational culture and behavior is market orientation. A company's ability to win orders depends on how much it and the other companies in the supply chain are able to understand, translate and act upon customer requirements. This study is devoted to analyzing the relationship between market orientation, supply chain management, and the supply chain performance of all the industry's supply chain players. It also examines the mediating effect of supply chain management. Data were collected from manufacturers and suppliers in the automotive industry in Malaysia through questionnaires. Structural Equation Modeling (PLS-SEM) was employed to test the above relationship. The results indicate that supply chain management mediates the relationship between market orientation and supply chain performance. However, they also show that the relationship between market orientation and supply chain performance is insignificant. This finding has a major implication for policymakers and manufacturers, as will be discussed in this paper.

Successful delivery of customer satisfaction through excellent automotive after sales service quality (AASSQ) can drive long-term profits and reinforces the image of automakers. Customers are generally willing to pay a huge sum of money to secure guarantees and dependable after sales service. Based on this premise, this study determined the automotive after sales service quality dimensions (using AutoSERVPERF model) to deliver customer satisfaction. Data were solicited from 226 respondents who are customers of an automotive after sales service center in Selangor. Convenient sampling technique was used to select volunteer respondents for the survey and a self-administered questionnaire with a 5 point Likert scale was administered for data collection.  The responsiveness, empathy, assurance and reliability dimensions of the AutoSERVPERF model were uncovered to be important in delivering satisfaction towards AASSQ. However, among these four dimensions, the empathy and assurance dimensions were perceived to have delivered high performance and are of high importance to customers. Hence, to deliver customer satisfaction towards automotive after sales service, periodic knowledge and skill enhancement training is essential. Instituting clear standard operating procedures, close monitoring and supervision of service staffs would help preserve the consistency and hence reliability of after sales service delivered.