NDLI: The Effect of Service Quality on Customer Satisfaction in an Automotive After-Sales Service

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The Effect of Service Quality on Customer Satisfaction in an Automotive After-Sales Service

Content Provider	MDPI
Author	Balinado, Justine Prasetyo, Yogi Young, Michael Persada, Satria Miraja, Bobby Redi, Anak Perwira
Copyright Year	2021
Description	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.
Starting Page	116
e-ISSN	21998531
DOI	10.3390/joitmc7020116
Journal	Journal of Open Innovation: Technology, Market, and Complexity
Issue Number	2
Volume Number	7
Language	English
Publisher	MDPI
Publisher Date	2021-04-21
Access Restriction	Open
Subject Keyword	Journal of Open Innovation: Technology, Market, and Complexity Characterization and Testing of Materials Service Quality After-sales Service Structural Equation Modeling Servqual Customer Satisfaction Customer Loyalty
Content Type	Text
Resource Type	Article

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