Measuring Service Quality in the Car Service Industry: Building and Testing an Instrument
International Journal of Service Industry Management
ISSN: 0956-4233
Article publication date: 1 December 1992
Abstract
Service quality is becoming an important issue for Dutch car service firms. In order to measure the service quality delivered develops an instrument based on the quality dimensions and the SERVQUAL questionnaire developed by Berry, Parasuraman and Zeithaml. Describes the building and testing of the instrument. The outcome of the research is that the instrument is easily applicable for Dutch garage firms. However, in contrast with the five SERVQUAL dimensions, the customers in the Dutch car service firms only distinguish three dimensions to judge the delivered quality, one of which appears to be totally specific to this sample. The three dimensions found in the research in car service firms are: customer kindness, tangibles, and faith. Only customer kindness contributes directly to the measured service quality.
Keywords
Citation
Bouman, M. and van der Wiele, T. (1992), "Measuring Service Quality in the Car Service Industry: Building and Testing an Instrument", International Journal of Service Industry Management, Vol. 3 No. 4, pp. 4-16. https://doi.org/10.1108/09564239210019441
Publisher
:MCB UP Ltd
Copyright © 1992, MCB UP Limited