The Effect Of Service Quality On The Behavioral Loyalty Of Consumers In After-Sales Services (A Case Study On Toyota Car Users In Syria)

Authors

  • Dania Zin El Abeden Tishreen University
  • Dima Makhous Tishreen University
  • Mohamed Gamal Zeidan Tishreen University

Abstract

 The aim of the research was to study the effect of after-sales service quality dimensions on the behavioral loyalty of Toyota car users in Syria, whose market is characterized by details and variables that are not available in other markets. The researcher chose a random sample of the study population of (421) clients, to whom a questionnaire was distributed, (401) questionnaires were retrieved, and (10) questionnaires were excluded for not completing their data, thus the number of questionnaires that were unloaded was (391). The researcher analyzed the data using the statistical analysis program (SPSS 20). The study adopted the descriptive analytical approach. The results of the research indicated that the tangibility of the service had a strong significant effect on the behavioral loyalty of customers, while it was interesting that the empathy dimension had no significant and important effect in achieving And improving the behavioral loyalty of customers. Therefore, the maintenance agent must focus on the dimensions of tangibility, reliability and responsiveness to achieve high levels of customer loyalty and retention, thus maintaining the market share of the organization and increasing its profits.

  

 

 

 

 

Author Biographies

Dania Zin El Abeden , Tishreen University

Assistant professor       

Dima Makhous , Tishreen University

Assistant professor- Department of Business Administration

Mohamed Gamal Zeidan , Tishreen University

postgraduate student- Department of Business Administration

Downloads

Published

2021-11-11

How to Cite

زين العابدين د. ., ماخوس د. . ., & زيدان م. . (2021). The Effect Of Service Quality On The Behavioral Loyalty Of Consumers In After-Sales Services (A Case Study On Toyota Car Users In Syria). Tishreen University Journal- Economic and Legal Sciences Series, 43(5). Retrieved from https://journal.tishreen.edu.sy/index.php/econlaw/article/view/11097

Issue

Vol. 43 No. 5 (2021): Tishreen University Journal of Research and Scientific Studies - Economic and Legal Sciences

Section

Master student researches

License

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

  • The authors retain the copyright and grant the right to publish in the magazine for the first time with the transfer of the commercial right to Tishreen University Journal of Research and Scientific Studies - Economic and Legal Sciences

     Under a CC BY- NC-SA 04 license that allows others to share the work with of the work's authorship and initial publication in this journal. Authors can use a copy of their articles in their scientific activity, and on their scientific websites, provided that the place of publication is indicted in  Tishreen University Journal of Research and Scientific Studies - Economic and Legal Sciences   .  The Readers have the right to send, print and subscribe to the initial version of the article, and the title of Tishreen University Journal of Research and Scientific Studies - Economic and Legal Sciences Publisher

  • journal uses a CC BY-NC-SA license which mean

    You are free to:

    • Adapt — remix, transform, and build upon the material
    •  
    • The licensor cannot revoke these freedoms as long as you follow the license terms.

  • Attribution — You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.

  • NonCommercial — You may not use the material for commercial purposes.

  • ShareAlike — If you remix, transform, or build upon the material, you must distribute your contributions under the same license as the original.

  • No additional restrictions — You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.

Most read articles by the same author(s)

1 2 > >>