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Evaluating service quality in automobile maintenance and repair industry

Nikunj Kumar Jain (Department of Operations Management, Institute of Management Technology Ghaziabad, Ghaziabad, India)
Alok Kumar Singh (Department of Operations and Quantitative Methods, International Management Institute New Delhi, New Delhi, India)
Kapil Kaushik (Department of Decision Science and Information Systems, Indian Institute of Management Nagpur, Nagpur, India)

Asia Pacific Journal of Marketing and Logistics

ISSN: 1355-5855

Article publication date: 27 June 2019

Issue publication date: 6 January 2020

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570

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.

Keywords

Citation

Jain, N.K., Singh, A.K. and Kaushik, K. (2020), "Evaluating service quality in automobile maintenance and repair industry", Asia Pacific Journal of Marketing and Logistics, Vol. 32 No. 1, pp. 117-134. https://doi.org/10.1108/APJML-07-2018-0277

Publisher

:

Emerald Publishing Limited

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