The effect of service quality on customer satisfaction in an automotive after-sales service

Assessment of service quality has been widely utilized in after-sales service, especially in the automotive industry. The purpose of the study was to determine factors affecting customer satisfaction in an automotive after-sales service at Toyota Dasmarinas-Cavite Philippines by utilizing the SERVQU...

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Bibliographic Details
Published in:Journal of open innovation 2021-06, Vol.7 (2), p.1-12, Article 116
Main Authors: Balinado, Justine Roy, Prasetyo, Yogi Tri, Young, Michael Nayat, Persada, Satria Fadil, Miraja, Bobby Ardiansyah, Redi, Perwira
Format: Article
Language:English
Subjects:
after-sales service
Assurance
Automobile dealers
Automobile industry
Automotive repair services
Business competition
Competition
Competitive advantage
Consumers
customer loyalty
Customer retention
Customer satisfaction
Customer services
Empathy
Employees
Hypotheses
Multivariate statistical analysis
Quality assessment
Quality of service
Questionnaires
Reliability analysis
Sales
Service industries
service quality
SERVQUAL
Structural equation modeling
Vehicles
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Summary:Assessment of service quality has been widely utilized in after-sales service, especially in the automotive industry. The purpose of the study was to determine factors affecting customer satisfaction in an automotive after-sales service at Toyota Dasmarinas-Cavite Philippines by utilizing the SERVQUAL approach. Several SERVQUAL dimensions such as tangibles, reliability, responsiveness, assurance, and empathy were analyzed simultaneously to the customer satisfaction. Structural equation modeling (SEM) indicated that among the five SERVQUAL dimensions, reliability and empathy were found to have significant relationships to the satisfaction of customers at Toyota Dasmarinas-Cavite Philippines. Interestingly, tangibles, responsiveness, and assurance were found to have no significant relationships to satisfaction. The servicing dealer must deliver a high quality of service to meet customer expectations and achieve high customer satisfaction, which subsequently builds customer trust towards the company. With these, customer retention and loyalty can be attained by the company that can also increase the company's profit and competitive advantage.
ISSN:2199-8531
2199-8531
DOI:10.3390/joitmc7020116