IDEAS home Printed from https://ideas.repec.org/a/aes/amfeco/vs10y2017i18p110.html
   My bibliography  Save this article

Measuring Quality in Automobile Aftersales: AutoSERVQUAL Scale

Author

Listed:
  • Yasin Galip Gencer

    (University of Yalova, Yalova, Turkey)

  • Ulas Akkucuk

    (Bogazici University, Istanbul, Turkey)

Abstract

It is becoming more important to accurately measure the level of quality in services and especially automobile related services such as after sales service. This study aims to generate a survey to measure the service quality in automobile aftersales services, eventually to be called AutoSERVQUAL. The roadmap for this survey generation process starts by examining the service quality measurement scales in literature first and then continues by the adaptation process of SERVQUAL over automobile aftersales customers. Each and every step in survey generation processes is explained starting from expert interviews and finally statistical analyses. Starting with 45 candidate questions, the study offers a 28 item scale that can measure service quality in after sales car services with high reliability. The scale can be extended to cover aftersales services in general for any type of product and also could be used as input to other models such as QFD and MADM. The scale should also be empirically tested in other countries with specific requirements for after sales services.

Suggested Citation

  • Yasin Galip Gencer & Ulas Akkucuk, 2017. "Measuring Quality in Automobile Aftersales: AutoSERVQUAL Scale," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 19(44), pages 110-110, February.
    • Handle: RePEc:aes:amfeco:v:s10:y:2017:i:18:p:110
    as

    Download full text from publisher

    File URL: http://www.amfiteatrueconomic.ro/temp/Article_2597.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    2. Lupo, Toni, 2015. "Fuzzy ServPerf model combined with ELECTRE III to comparatively evaluate service quality of international airports in Sicily," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 249-259.
    3. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer;The Psychometric Society, vol. 16(3), pages 297-334, September.
    4. Mazis, Michael B & Ahtola, Olli T & Klippel, R Eugene, 1975. "A Comparison of Four Multi-Attribute Models in the Prediction of Consumer Attitudes," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 2(1), pages 38-52, June.
    5. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
    6. Ivana Blesic & Slobodan Cerovic & Vanja Dragicevic, 2011. "Improving the Service Quality as a Socially Responsible Activity of Hotel Companies," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 13(29), pages 273-286, February.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Nicoleta Andreea Neacsu & Anca Madar, 2021. "Quality Strategies Applied on the Market of Integrated Security Systems," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(1), pages 630-636, August.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Sang-June Park & Youjae Yi, 2016. "Performance-only measures vs. performance-expectation measures of service quality," The Service Industries Journal, Taylor & Francis Journals, vol. 36(15-16), pages 741-756, December.
    2. Homburg, Christian & Rudolph, Bettina, 2001. "Customer satisfaction in industrial markets: dimensional and multiple role issues," Journal of Business Research, Elsevier, vol. 52(1), pages 15-33, April.
    3. Muhammad Awan & Khalid Mahmood, 2013. "Development of a service quality model for academic libraries," Quality & Quantity: International Journal of Methodology, Springer, vol. 47(2), pages 1093-1103, February.
    4. Yürük, Pınar & Akyol, Ayşe & Şimşek, Gülhayat Gölbaşı, 2017. "Analyzing the effects of social impacts of events on satisfaction and loyalty," Tourism Management, Elsevier, vol. 60(C), pages 367-378.
    5. William Jen & Kai-Chieh Hu, 2003. "Application of perceived value model to identify factors affecting passengers' repurchase intentions on city bus: A case of the Taipei metropolitan area," Transportation, Springer, vol. 30(3), pages 307-327, August.
    6. Pablo Gutiérrez Rodríguez & José Vázquez Burguete & Roger Vaughan & Jonathan Edwards, 2009. "Quality dimensions in the public sector: municipal services and citizen’s perception," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 6(1), pages 75-90, June.
    7. Ajimon George & Jobin Sahadevan, 2019. "A Conceptual Framework of Antecedents of Service Loyalty in Health Care: Patients’ Perspective," IIM Kozhikode Society & Management Review, , vol. 8(1), pages 50-59, January.
    8. Muhammad Kashif & Umair Altaf & Hafiz M. Ayub & Umer Asif & John C. Walsh, 2014. "Customer Satisfaction at Public Hospitals in Pakistan: PAKSERV Application," Global Business Review, International Management Institute, vol. 15(4), pages 677-693, December.
    9. Omkumar Krishnan & Suchit Rout & Lubna Nafees, 2013. "Customer Perception Of B2b Service Quality And Its Relationship To Company Image: The Case Of A Global High Technology Solutions Company," Working papers 131, Indian Institute of Management Kozhikode.
    10. Hartline, Michael D. & Jones, Keith C., 1996. "Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions," Journal of Business Research, Elsevier, vol. 35(3), pages 207-215, March.
    11. Kelley, Scott W. & Turley, L. W., 2001. "Consumer perceptions of service quality attributes at sporting events," Journal of Business Research, Elsevier, vol. 54(2), pages 161-166, November.
    12. de Wulf, K. & Odekerken-Schröder, G.J. & van Kenhove, P., 2002. "Investments In Consumer Relationships - A Critical Reassessment And Model Extension," Research Memorandum 077, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    13. Kunz, Werner H. & Hogreve, Jens, 2011. "Toward a deeper understanding of service marketing: The past, the present, and the future," International Journal of Research in Marketing, Elsevier, vol. 28(3), pages 231-247.
    14. Qin, Hong & Prybutok, Victor R., 2013. "A quantitative model for patient behavioral decisions in the urgent care industry," Socio-Economic Planning Sciences, Elsevier, vol. 47(1), pages 50-64.
    15. Mohammed Aminu Sualihu & M. Arifur Rahman & Zakiya Tofik-Abu, 2017. "The Payment Behavior of Water Utility Customers in the Greater Accra Region of Ghana: An Empirical Analysis," SAGE Open, , vol. 7(3), pages 21582440177, September.
    16. Lapierre, Jozee & Filiatrault, Pierre & Chebat, Jean-Charles, 1999. "Value Strategy Rather Than Quality Strategy: A Case of Business-to-Business Professional Services," Journal of Business Research, Elsevier, vol. 45(2), pages 235-246, June.
    17. Lai, Fujun & Griffin, Mitch & Babin, Barry J., 2009. "How quality, value, image, and satisfaction create loyalty at a Chinese telecom," Journal of Business Research, Elsevier, vol. 62(10), pages 980-986, October.
    18. Ambrož Milan & Praprotnik Martina, 2008. "Organisational Effectiveness and Customer Satisfaction," Organizacija, Sciendo, vol. 41(5), pages 161-173, September.
    19. Spiros Gounaris, 2005. "An alternative measure for assessing perceived quality of software house services," The Service Industries Journal, Taylor & Francis Journals, vol. 25(6), pages 803-823, September.
    20. P.S. Raychaudhuri & Rahela Farooqi, 2013. "A Study on the Effects of Dimensions of Service Quality on Customer Satisfaction in the Indian IT Hardware Industry with Special Emphasis on Medium Size B2B Sector," Global Business Review, International Management Institute, vol. 14(3), pages 507-527, September.

    More about this item

    Keywords

    AutoSERVQUAL; SERVQUAL; automobiles; after sales; services;
    All these keywords.

    JEL classification:

    • M11 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Production Management
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aes:amfeco:v:s10:y:2017:i:18:p:110. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Valentin Dumitru (email available below). General contact details of provider: https://edirc.repec.org/data/aseeero.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.