Journal ArticleDOI
Evaluating service quality in automobile maintenance and repair industry
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TLDR
In this article, a conceptual structural model is developed to investigate the impact of service quality, perceived service fairness and convenience on customer service satisfaction, and the effect of service satisfaction and brand trust on word of mouth (WOM) is also explored.Abstract:
The purpose of this paper is to analyse service quality in the automobile maintenance and repair industry. A conceptual structural model is developed to investigate the impact of service quality, perceived service fairness and convenience on customer service satisfaction. The impact of service satisfaction and brand trust on word of mouth (WOM) is also explored, and the study assesses the mediating effect of customer service satisfaction on the relationship between service quality and WOM.,Data from a questionnaire-based survey of 259 users of automobile maintenance and repair centres were analysed using covariance-based structural equation modelling.,The findings indicate that service quality dimensions (reliability, responsiveness and empathy), perceived service fairness and convenience are positively associated with customer service satisfaction, and that service satisfaction and trust positively influence WOM. The findings support the mediating effect of service satisfaction on the relationship between reliability and responsiveness and WOM.,The study’s main limitation is the cross-sectional design, which limits the generalisability of the findings.,To ensure customer satisfaction and generate trust and WOM, automobile maintenance and repair service centres should improve reliability, responsiveness and empathy, as well as perceived service fairness and convenience.,The study demonstrates that the reliability and responsiveness dimensions of service quality are the most significant predictors of customer service satisfaction in the automobile maintenance and repair industry.read more
Citations
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A systematic review of responsiveness to develop future research agenda: a TCCM and bibliometric analysis
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The effects of service quality on Internet Service Provider customers' behaviour - A mixed methods study
TL;DR: In this article, the authors identify the dimensions for evaluating the service quality of internet service providers (ISPs), investigate the relationship between service quality and customers' behavioural intentions, and investigate the influence of ISP customers' usage patterns on their perceptions of ISP's service quality dimensions.
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References
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Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.