Service Quality, Relationship Benefit and Experience Value in the Auto Repair Services Sector
Abstract
:1. Introduction
2. Literature Review and Hypothesis Development
2.1. Relationship Influence Factors on Service Satisfaction and Trust
2.1.1. Service Quality on Service Satisfaction and Trust
2.1.2. Relationship Benefit on Service Satisfaction and Trust
2.1.3. Experience Value on Service Satisfaction and Trust
2.2. Service Satisfaction, Service Tust and Long-Term Relationship
3. Research Methods
3.1. Research Model
3.2. Variables and Analytic Approach
4. Analysis Results
4.1. Demographic of Respondent
4.2. Analsis Results of Reliability and Validity
4.3. Analsis Results of Structual Model
5. Conclusions
5.1. Summary and Implications
5.2. Discussion: Open Innovation in the Auto Repair Service Sector
5.3. Research Limitation and Future Researches
Author Contributions
Funding
Acknowledgments
Conflicts of Interest
References
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Factors | Question Items | No. | Reference |
---|---|---|---|
Service Quality | SQ1: Professional repair procedures and speed are important. | 3 | Olorunniwo, Hsu and Dou [18], Pham, and Ahammad [56] |
SQ2: Customer response and kindness are important. | |||
SQ3: Mechanic’s expertise and repair skills are important. | |||
Relationship Benefit | RB1: I have a firm belief in service quality. | 3 | Koritos, Koronios, and Stathakopoulos [30], Bai, Yao and Dou [33] |
RB2: I feel pleasure when using service. | |||
RB3: The price of the service is reasonable. | |||
Experience Value | EV1: I feel professionalism when I experience the service. | 4 | Kos-Koklic, Kukar-Kinney, and Vegelj [54], Yuen [72] |
EV2: When I experience the service, I consider technical skills. | |||
EV3: I am not anxious when experiencing the service. | |||
EV4: When I experience the service, I am very much interested in the repair process. | |||
Service Satisfaction | SS1: I am satisfied with the overall service. | 2 | Kranzbuhle, Kleijnen, Morgan, et al. [17], Balaji [73] |
SS2: I am satisfied with the way employees work and repair results. | |||
Service Trust | ST1: I have trust in and visit the service center. | 2 | Moreira and Silva [74] |
ST2: I believe that the service center will do their best for customers. | |||
Long-term Relationship | LR: I will continue to visit the service center. | 3 | Schmitt, Joško Brakus, and Zarantonello [64], Johnson and Rapp [39] |
LR: I have no intention to change the service center. | |||
LR: I will maintain a long-term relationship with the service center. |
Item | Frequency | Percentage | |
---|---|---|---|
Gender | Male | 253 | 79.3 |
Female | 66 | 20.7 | |
Total | 319 | 100 | |
Age group | Under 30-year-old | 37 | 11.6 |
30s | 93 | 29.2 | |
40s | 106 | 33.2 | |
Over 50-year-old | 83 | 26.0 | |
Total | 319 | 100 | |
Occupational group | Manufacturing/Production | 61 | 19.1 |
Finance/Insurance | 18 | 5.6 | |
Distribution industry | 20 | 6.3 | |
Service industry | 82 | 25.7 | |
R&D industry | 8 | 2.5 | |
IT industry | 17 | 5.3 | |
Others | 113 | 35.4 | |
Total | 319 | 100 | |
Major types of car-owners | Private vehicle | 298 | 93.4 |
Company vehicle and other person’s vehicle | 21 | 6.6 | |
Total | 319 | 100 | |
Preference for the franchised car maintenance shops | Preferring | 217 | 68.0 |
Not preferring | 20 | 6.3 | |
No matter | 82 | 25.7 | |
Total | 319 | 100 |
Variables | Measurement Items | Standard Loading Values | Standard Error | t Value | CR | AVE | Cronbach α |
---|---|---|---|---|---|---|---|
Service qualities | SQ1 | 0.855 | 0.914 | 0.781 | 0.913 | ||
SQ2 | 0.884 | 0.053 | 20.424 *** | ||||
SQ3 | 0.912 | 0.051 | 21.290 *** | ||||
Relationship benefit | RB1 | 0.854 | 0.871 | 0.694 | 0.863 | ||
RB2 | 0.912 | 0.049 | 20.933 *** | ||||
RB3 | 0.732 | 0.05 | 15.135 *** | ||||
Experience value | EV1 | 0.896 | 0.915 | 0.783 | 0.914 | ||
EV2 | 0.915 | 0.042 | 25.261 *** | ||||
EV3 | 0.841 | 0.047 | 20.986 *** | ||||
EV4 | 0.885 | 0.038 | 25.333 *** | ||||
Service satisfaction | SS1 | 0.918 | 0.936 | 0.829 | 0.936 | ||
SS2 | 0.927 | 0.034 | 28.891 *** | ||||
Service trust | ST2 | 0.913 | 0.925 | 0.861 | 0.925 | ||
ST3 | 0.943 | 0.036 | 28.653 *** | ||||
Long-term relationship | LR1 | 0.957 | 0.967 | 0.906 | 0.966 | ||
LR2 | 0.966 | 0.024 | 41.788 *** | ||||
LR3 | 0.932 | 0.028 | 35.052 *** |
Factor | CR | AVE | SQ | RB | EV | SS | ST | LR |
---|---|---|---|---|---|---|---|---|
Service Quality (SQ) | 0.914 | 0.781 | 0.884 | |||||
Relationship Benefit (RB) | 0.871 | 0.694 | 0.507 ** | 0.833 | ||||
Experience Value (EV) | 0.915 | 0.783 | 0.598 ** | 0.805 ** | 0.885 | |||
Service Satisfaction (SS) | 0.936 | 0.829 | 0.567 ** | 0.760 ** | 0.808 ** | 0.911 | ||
Service Trust (ST) | 0.925 | 0.861 | 0.589 ** | 0.733 ** | 0.778 ** | 0.859 ** | 0.928 | |
Long-term Relationship (LR) | 0.967 | 0.906 | 0.559 ** | 0.672 ** | 0.690 ** | 0.777 ** | 0.738 ** | 0.952 |
Hypotheses | S.L.V. | S.E | C.R | Adoption | |
---|---|---|---|---|---|
H1 | Service quality → Service satisfaction | 0.106 | 0.063 | 2.291 * | Accepted |
H2 | Service quality → Service trust | 0.088 | 0.059 | 2.140 * | Accepted |
H3 | Relationship benefit → Service satisfaction | 0.222 | 0.094 | 2.254 * | Accepted |
H4 | Relationship benefit → Service trust | 0.089 | 0.087 | 1.026 | Rejected |
H5 | Experience value → Service satisfaction | 0.613 | 0.117 | 5.579 *** | Accepted |
H6 | Experience value → Service trust | 0.033 | 0.121 | 0.299 | Rejected |
H7 | Service satisfaction → Long-term relationship | 0.666 | 0.138 | 4.987 *** | Accepted |
H8 | Service trust → Long-term relationship | 0.167 | 0.13 | 1.254 | Rejected |
Dependent Variable | Explanatory Variable | Direct Effect | Indirect Effect | Total Effect |
---|---|---|---|---|
Long-term relationship | Service satisfaction | 0.772 | - | 0.772 |
Service qualities | 0.088 | 0.082 * | 0.169 | |
Relationship benefit | 0.089 | 0.172 | 0.260 | |
Experience value | 0.033 | 0.474 ** | 0.506 | |
Service trust | 0.167 | - | 0.167 | |
Service qualities | - | 0.099 * | 0.099 | |
Relationship benefit | - | 0.191 | 0.191 | |
Experience value | - | 0.493 ** | 0.493 |
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Hong, J.; Kim, B. Service Quality, Relationship Benefit and Experience Value in the Auto Repair Services Sector. J. Open Innov. Technol. Mark. Complex. 2020, 6, 30. https://doi.org/10.3390/joitmc6020030
Hong J, Kim B. Service Quality, Relationship Benefit and Experience Value in the Auto Repair Services Sector. Journal of Open Innovation: Technology, Market, and Complexity. 2020; 6(2):30. https://doi.org/10.3390/joitmc6020030
Chicago/Turabian StyleHong, Jinpyo, and Boyoung Kim. 2020. "Service Quality, Relationship Benefit and Experience Value in the Auto Repair Services Sector" Journal of Open Innovation: Technology, Market, and Complexity 6, no. 2: 30. https://doi.org/10.3390/joitmc6020030
APA StyleHong, J., & Kim, B. (2020). Service Quality, Relationship Benefit and Experience Value in the Auto Repair Services Sector. Journal of Open Innovation: Technology, Market, and Complexity, 6(2), 30. https://doi.org/10.3390/joitmc6020030