Perceived service quality and patronage behaviour in the auto-repair industry

Andreas Andronikidis, Victoria Bellou and Chris Vasiliadis

International Journal of Services, Economics and Management, 2008, vol. 1, issue 2, 196-207

Abstract: This research investigated the dealer patronage behaviour relationship to perceived quality dimensions. A total of 831 questionnaires were personally administered to customers of nine auto-repair companies in Greece. Factor analysis revealed three dimensions, namely, holistic customer consideration, infrastructure, and personalised support as the most important drivers to customers' service quality. Analysis of variance, examining the relationship between perceptions of service quality and patronage behaviour (a loyalty indicator), showed that there is significant relationship only with personalised support. The implications of these findings for managers are also discussed.

Keywords: service quality; patronage behaviour; auto-repair industry; Greece; dealer patronage; services; automotive repairs. (search for similar items in EconPapers)
Date: 2008
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=19626 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:injsem:v:1:y:2008:i:2:p:196-207

Access Statistics for this article

More articles in International Journal of Services, Economics and Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().