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A Theoretical Framework on Customer Satisfaction in an Automotive Lubricant Market

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  • Noor Aida Shazwani Abd Razak
  • Shariff Harun
  • Siti Norida Wahab

Abstract

Malaysia was reported to have the highest car ownership ratio in the ASEAN region, with 3.3 people per vehicle. As a result of this rapidly growing automotive sector, Malaysia experienced a rise in the demand for premium lubricants. Recognizing the fact that most automobile users would rather pay a mechanic or workshop to perform an oil change rather than do it themselves, hence, this study seeks to understand the antecedents that influence automotive lubricant consumer satisfaction. A content analysis approach is used in this study to discover potential antecedents of consumers' quality-of-service experiences. The SERVQUAL model is then employed as the theoretical foundation for investigating and synthesizing the antecedents. Five antecedents are addressed during the examination and discussion: tangibility, dependability, responsiveness, assurance, and empathy. In addition, five quality-of-service experience propositions are offered, and the framework developed in this conceptual study highlights the quality-of-service experience instigators. This study's conceptual nature provides preliminary insights into the quality-of-service experience in the automotive lubricant market. This study contributes to the body of knowledge by illuminating the antecedents that promote service quality, resulting in satisfied customers who will in turn stimulate the Malaysian automotive lubricant market, which can lead to a significant increase in the industry's contribution to Malaysia's gross domestic product (GDP) rate. The developed theoretical framework serves as a foundation for future empirical studies of quality-of-service experience.

Suggested Citation

  • Noor Aida Shazwani Abd Razak & Shariff Harun & Siti Norida Wahab, 2023. "A Theoretical Framework on Customer Satisfaction in an Automotive Lubricant Market," Information Management and Business Review, AMH International, vol. 15(3), pages 139-146.
    • Handle: RePEc:rnd:arimbr:v:15:y:2023:i:3:p:139-146
    DOI: 10.22610/imbr.v15i3(SI).3468
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    References listed on IDEAS

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    1. Waseem Bahadur & Saira Aziz & Salman Zulfiqar, 2018. "Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality," Cogent Business & Management, Taylor & Francis Journals, vol. 5(1), pages 1491780-149, January.
    2. Miklós Pakurár & Hossam Haddad & János Nagy & József Popp & Judit Oláh, 2019. "The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector," Sustainability, MDPI, vol. 11(4), pages 1-24, February.
    3. Daniel Winter Fernandes & Roberto Giro Moori & Valdir Antonio Vitorino Filho, 2018. "Logistic service quality as a mediator between logistics capabilities and customer satisfaction," Revista de Gestão, Emerald Group Publishing Limited, vol. 25(4), pages 358-372, July.
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