BRM 681

LITERATURE REVIEWS

“ENHANCING SERVICE QUALITY OF

MODENAS”

 Prepared by : Shara Fedayu Sarif

 2009309365
Introduction
 MODENAS was incorporated in Aug 1995.
 Shareholders:


 First 100 units was sold to domestic market in 1996 and

entering national market in 1997.
 Motorcycle distributed by its subsidiary, Edaran
MODENAS Sdn Bhd (EMOS).
 2
Problem Statement

 Study will answers these 3 questions:



 How can service quality of MODENAS be

measured?
 Which dimensions are distinguished by
customer when they evaluate service quality
for MODENAS?
 How does these dimensions related to each
other?

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Literature Reviews

Definitions of Service Quality:

Service quality is being defined as the degree and direction 
between customer service expectations and perceptions.
Newman K. (2001)

Service quality as a measure of how well the service level delivered 
matches customer expectation.
Lewis and Booms (1983)

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Literature Reviews
Previous Researches on Service Quality:

Measured service quality of car service industry by conducting a 
study on five dimensions which were tangibles, reliability, 
responsiveness, assurance and empathy.
Bouman and Wiele (1992)

5 factors were identified associated with servicing in the motor 
industry. They are Customer focused quality, Tangibles, Delivery 
quality, Communication quality and Customer care quality. 
Adela Berndt (2009)

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Thereotical Framework

Reliability

Assurance

Service  Tangible
Quality

Empathy

Responsiveness

Dependent Variable Independent 
Variable 6
Thank You