scholarly journals Service Quality, Relationship Benefit and Experience Value in the Auto Repair Services Sector

2020 ◽  
Vol 6 (2) ◽  
pp. 30 ◽  
Author(s):  
Jinpyo Hong ◽  
Boyoung Kim
Keyword(s):  
Service Quality ◽  
Service Sector ◽  
Service Satisfaction ◽  
Repair Service ◽  
Services Sector ◽  
Relationship Benefit ◽  
Relationship Benefits ◽  
The Relationship

The purpose of this study was to analyze how service quality, relationship benefit, and experience value affect the customers’ intention to maintain a long-term relationship with auto repair centers through service quality and trust. To this end, a statistical analysis was performed, based on a total of 319 survey data from customers who possess experience in using auto repair services. It was found that all factors of service quality, relationship benefits, and experience values directly influence service satisfaction and affect long-term relationship through service satisfaction. In the case of relationship benefits and experience values, however, it did not affect service trust, and the relationship benefit factor did not affect the maintenance of a long-term relationship through service trust. Consequently, it was found that in the auto repair service sector, customers consider service satisfaction more important than service trust in maintaining the long-term use relationship with a service center or sales branch. This result confirms that auto repair service has a significant influence on customers through the quality of auto repair and customer satisfaction regarding the repair results through troubleshooting, unlike general services that are affected by psychological properties such as a products’ brand and attractiveness.

scholarly journals The Relationship Benefits of Auto Maintenance and Repair Service: A Case Study of Korea

2020 ◽  
Vol 10 (7) ◽  
pp. 115 ◽  
Author(s):  
Jinpyo Hong ◽  
Boyoung Kim ◽  
Sungho Oh
Keyword(s):  
Service Sector ◽  
Economic Benefits ◽  
Customer Engagement ◽  
Service Satisfaction ◽  
Repair Service ◽  
Maintenance And Repair ◽  
Relationship Continuity ◽  
Engagement Factors ◽  
Relationship Benefits

This study aimed to empirically examine what effects confidence, social, and economic benefit factors have on continuous relationship orientation through the mediation of service trust, service satisfaction, and customer engagement factors in the auto maintenance and repair service sector. This study carried out a questionnaire survey with 319 customers using auto maintenance and repair service and verified hypotheses. As a result of the analysis, the confidence and social benefits of auto maintenance and repair service affected service trust, while the confidence and economic benefits affected service satisfaction. Service trust did not affect customer engagement or long-term relationship continuity but affected them when it mediated service satisfaction. Consequently, it was revealed that confidence benefit should be consolidated and that professionalism or service quality excellence in maintenance or repair becomes the most important factors to produce customer engagement or long-term relationship continuity in the auto maintenance and repair service. Although it is vital to improve trust or service, it is confirmed that a relationship can be maintained only if the auto maintenance or repair service is satisfactory.

scholarly journals Service Encounters: The Missing Link Between Service Quality Perceptions And Satisfaction

2011 ◽  
Vol 21 (3) ◽  
Author(s):  
Srinivas Durvasula ◽  
Steven Lysonski ◽  
Subhash C. Mehta
Keyword(s):  
Service Quality ◽  
Relationship Marketing ◽  
Service Sector ◽  
The Other ◽  
Service Encounter ◽  
Service Satisfaction ◽  
Service Encounters ◽  
Customer Perceptions ◽  
Quality Perceptions ◽  
The Relationship

<p class="MsoNormal" style="text-align: justify; margin: 0in 0.6in 0pt 0.5in;"><span style="font-size: 10pt;"><span style="font-family: Times New Roman;">Relationship marketing emphasizes that for a firm to be profitable, it must be attentive to those factors that affect service satisfaction. Extant research in the service sector reveals two important determinants of service satisfaction. One is service quality, and the other is the service encounter, representing the interaction between the customer and the service provider. Further, it has been demonstrated that service quality is also related to customer perceptions of the service encounter. However, a question that a remains unanswered is about the precise nature of the relationship between service quality and service encounter on one hand, and service satisfaction on the other. Is the relationship direct or indirect? Does one of the factors instead serve as a mediator? This study provides an answer by examining a sample of industrial customers in Singapore who evaluated the service dimensions of ocean freight shipping lines. Results reveal that the relationship between service quality and service satisfaction is not direct, but it is defined or mediated by customer perceptions of service encounters. Implications of the results are discussed.</span></span></p>

scholarly journals UPAYA RUMAH MAKAN PADANG DALAM MENCIPTAKAN KEPUASAN PELANGGAN

2018 ◽  
Author(s):  
ARSYI KHARISMA ◽  
Prima Sukmadianti Putri
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Sector ◽  
Quality Of Services ◽  
Good Service ◽  
Services Sector ◽  
Quality Dimension ◽  
The City

The rapid growth of the services sector in the service sector is often followed by the low quality of services provided. Many consumers complain about the low quality of services they receive, this is because many companies engaged in services that do not understand about the importance of customer satisfaction. Based on the condition of the field, the researcher wants to know the quality of service that influence the satisfaction of the consumer. The service or service given is based on the service quality dimension consisting of responsiveness, reliability, assurance, empathy and physical evidence. This research is trying to lift Rumah Makan Padang Sabana Murah which located on Jl. Nologaten, Depok, Sleman, Yogyakarta because this restaurant is one of the companies engaged in services that prioritize customer satisfaction, Rumah Makan Padang can represent one of many great Rumah Makan Padang that have good service quality that exist in the city of Yogyakarta and the interest of customers about Padang’s Cuisine in terms of quality of service is quite good and friendly and associated with customer satisfaction.The purpose of this research is to know the efforts which made especially in Rumah Makan Padang in order to create satisfaction of customers

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

QUALITY OF LIFE PROBLEMS OF GYNECOLOGICAL CANCER PATIENTS

2017 ◽  
Vol 63 (3) ◽  
pp. 368-374
Author(s):  
Olga Churuksaeva ◽  
Larisa Kolomiets
Keyword(s):  
Quality Of Life ◽  
Gynecological Cancer ◽  
Social Aspects ◽  
Cancer Data ◽  
Life Problems ◽  
Anticancer Treatment ◽  
Short And Long Term ◽  
The Relationship

Due to improvements in short- and long-term clinical outcomes a study of quality of life is one of the most promising trends in oncology today. This review analyzes the published literature on problems dealing with quality of life of patients with gynecological cancer. Data on quality of life with respect to the extent of anticancer treatment as well as psychological and social aspects are presented. The relationship between quality of life and survival has been estimated.

Media against communication: media/violence and conditionalities of Muslim silencing in Northern India

2021 ◽  
pp. 016344372199453
Author(s):  
Britta Ohm
Keyword(s):  
Political Communication ◽  
Physical Violence ◽  
Media Violence ◽  
New Delhi ◽  
Northern India ◽  
Media And Communication ◽  
The Relationship ◽  
Indian Cities

Understanding the relationship between media and communication as increasingly conflictive under conditions of de-democratization in India, this essay proposes a focus on violence-induced conditionalities of political communication among the affected. I introduce the term ‘media/violence’ as I look at two spaces in North Indian cities that have been turned into ‘Muslim ghettos’ over the past two decades: Jamia Nagar in New Delhi and Juhapura in Ahmedabad (Gujarat). Based on intermittent fieldwork between 2015 and 2020 (partly online), I argue that differences both in the quality of the violence as well as in the interaction between mediated and physical violence executed on the two spaces conditioned long-term options of collective communication (and their absence). The analysis helps us understand how massive political and legal protests could eventually erupt in Jamia Nagar (Shaheen Bagh) in late 2019, while the very reason for protest appears to have eluded residents of Juhapura.

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