顾客服务质量的感知决定因素分析:以A汽车空调服务中心为例

Q3 Economics, Econometrics and Finance
Tara Khonglumtan, Parinya Srisattayakul
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引用次数: 0

摘要

目的:本文的目的是确定三组客户的实际需求:乘用车,公共汽车和卡车冰箱,他们将自己的车辆带到服务中心进行空调维修。设计/方法/方法:我们调查了包括服务质量(技术人员技能、服务过程和整体质量)、客户满意度(设施、响应性和满意度)和客户忠诚度(重复订单、忠诚度)在内的变量如何影响客户感知。主要数据来自425名客户的问卷调查。在进行验证性因子分析(CFA)之前,首先使用Cronbach alpha、CR和AVE进行信度检验,所有问卷都是可靠的。调查结果:根据CFA调查结果,客户感知对客户满意度有95%的置信度影响。随后,对这三种类型的客户进行了单独的分析,以确定对服务质量的信心水平。运用序数逻辑回归对李克特量表问题进行统计分析,发现乘用车和公交车的顾客对其服务的信心和满意度高于卡车冰箱。研究局限性/启示:本研究存在复杂性和不确定性,但每一个都带来了创新思维。由于先前的研究,没有在汽车,公共汽车或卡车空调维修服务的背景下进行额外的研究。因此,文献综述是如此具有挑战性。考虑到受访者是司机,他们的想法和意见可能在数据收集过程中受到影响。只有在需要精确数据的情况下,才把重点放在对企业所有者或高管的调查上。原创性/价值:这集中在感知意义和满意度之间的差异,希望确定与客户对服务质量的感知程度有关的管理问题。通过考虑每个服务相关特征的价值来证明这一点。此外,这项研究表明,ceo应该专注于创造服务实践,将客户吸引到服务中心。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Analysis of Perceived Determinants in Customer Service Quality: Focused on A utomotive Air Conditioning Service C enters
Purpose: The objective of this paper was to determine the actual needs of customers in 3 groups: passenger cars, buses, and truck refrigerators who bring their vehicles to the Service Center to be air conditioner repaired. Design/methodology/approach: We investigated at how variables including service quality (technician skill, service process, and overall quality), customer satisfaction (facility, responsiveness, and satisfaction), and customer loyalty (repeat orders, loyalty) influence customer perceptions. The primary data comes from a questionnaire of 425 customers. Before being analyzed with Confirmatory factor analysis (CFA), it was first tested for reliability using Cronbach alpha, CR, and AVE, all of the questionnaires are reliable. Findings: According to the CFA findings, customer perception has a 95 % confidence impact on customer satisfaction. Following that, a separate analysis of the 3 types of customers was conducted to determine the level of confidence in service quality. Ordinal logistic regression was used to conduct a statistical analysis for a Likert scale question, and it was discovered that customers of passenger cars and buses were more confidence and satisfied with their services than truck refrigerator. Research limitations/implications: There were complexity and uncertainty on this study, but each one led to innovative thinking. Due to prior research, there were no additional studies conducted in the context of automobile, bus, or truck air conditioning repair services. The literature review is so challenging as a result. Given the respondents were drivers, their ideas and opinions may have been clouded during data collecting. Only concentrate on surveys for corporate owners or executives if precise data is required. Originality/value: This focused for discrepancies between perceived significance and satisfaction in hopes of identifying managerial issues related to how well customers perceive the quality of service. It is demonstrated by considering the value of each service-related characteristic. Also, this study shows that CEOs should concentrate on creating service practices that will attract customers towards the service center.
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来源期刊
Global Business and Finance Review
Global Business and Finance Review Economics, Econometrics and Finance-Finance
CiteScore
1.20
自引率
0.00%
发文量
37
审稿时长
16 weeks
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