Evaluating service quality in automobile maintenance and repair industry. Issue 1 (26th June 2019)

• Record Type: Journal Article
• Authors: Jain, Nikunj Kumar; Singh, Alok Kumar; Kaushik, Kapil
• Is Part Of: Asia Pacific journal of marketing and logistics. Volume 32:Issue 1(2020)
• Page Start: 117
• Page End: 134
• Publication Date: 2019-06-26
• Subjects: Satisfaction -- Word of mouth marketing -- Trust -- Service quality -- Structural equation modelling; Marketing -- Asia -- Periodicals; Marketing -- Pacific Area -- Periodicals; Business logistics -- Asia -- Periodicals; Business logistics -- Pacific Area -- Periodicals; Consumer behavior -- Asia -- Periodicals; Consumer behavior -- Pacific Area -- Periodicals; 381.095
• DOI: 10.1108/APJML-07-2018-0277
• Languages: English
• ISSNs: 1355-5855

Abstract

Abstract : Purpose: 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. Design/methodology/approach: Data from a questionnaire-based survey of 259 users of automobile maintenance and repair centres were analysed using covariance-based structural equation modelling. Findings: 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. Research limitations/implications: The study's main limitation is the cross-sectional design, which limits the generalisability of the findings. Practical implications: 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. Originality/value: 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.