This document discusses research on service quality at Proton, a Malaysian automobile manufacturer. It notes that Proton produces cars like the Ertiga and Iris that incorporate modern technologies. However, to compete with other brands domestically and abroad, Proton needs more innovation and higher quality. The research aims to evaluate Proton's key service quality metrics, how customers view service quality, and ways to improve or maintain their best quality service. It also examines how a strategic partner could help enhance Proton's technology and international competitiveness.

1. Research Methodology
Problem Statement :-
(National Automobile Company - Proton)

2. ▶ Nowadays, Malaysian are exposed with varieties of
quality car whether by locally or internationally.
▶ The well-known Malaysian car manufacturer, Proton
generates a lot of innovative ideas in producing new
car accordance with the science and technologies
development and also the demands from the customer.
▶ For examples, the latest production from Proton are
Proton Ertiga and Proton Iris. Besides, both cars are
complete with the modern technologies and gadget
application for the drivers’ facilities.

3. ▶ Proton needs to do a planning to be more
innovative to compete with their competitors
especially in Malaysian market & overseas by
producing high-quality cars thus strengthen it
position in the long run
▶ Proton should move forward as a brand & having
a partner will be the best for the carmaker
▶ Plus, Proton ecosystem is essential to
government as well as for economic conditions

4. ▶ In addition, the Malaysian government has
announced that the pricing of regulated gasoline
increased starting on 1st February 2017.
▶ Normally, when the gasoline prices increase,
consumers preferably would like to buy the small
economy car which it can save their money on
buying gasoline.
▶ Therefore, Proton can make different from the
other car dealer by offering quality and effective
customer service plus with the product quality
itself.

5. Hence, in this research, there are a lot of questions
can be roll out in order to maintain the service
quality such as :
▶ What are the key measurements of service
quality in Proton?
▶ Does Proton know how customer evaluates their
service quality?
▶ Does Proton need any improvement regarding to
maintain or enhance their best quality service to
customers?
▶ What are the speciality of Proton compare from
other cars?

6. ▶ How strong if the strategic partner can help
enhance Proton’s technology & ability to
compare in the international markets and
produce high-quality cars?
▶ Who will face the problems ( customer )?
▶ What form can the resolution be in scope with
limitation resources/technologies?
▶ What are the strength of Proton to make
customer satisfy when to buy their product?