The Association between After-sales Service Quality and Malaysian Car Owner’s Satisfaction

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 to investigate association between four quality dimensions namely responsiveness, empathy, assurance and reliability customer satisfaction, in case, Malaysian’s car owner’s satisfaction. This research done using quantitative method online survey that being respond by 400 owners own Malaysian national brand cars. structural model was evaluated Partial Least Square (PLS-SEM). analysis indicated does not affect which support hypotheses (Reliability? Customer Satisfaction: ? = 0.116, T =1.910, p > 0.05). results also indicate assurance, empathy positively significantly suggests carrying out future on retention value enhancement.