EVALUATING SERVICE QUALITY IN AUTOMOBILE MAINTENANCE AND REPAIR INDUSTRY IN INDONESIA

1Reza Nur Fatrya, Dede Hertina, Mohd Faizun Mohamad Yazid

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Abstract:

The purpose of this research is to investigate the relationship between the service quality dimensions using SERVQUAL towards customer satisfactions in the context of automobile service and maintenance. The competition in the industry getting strong as there are too many players in the market. Customer started to be more demanding as they have great of choices to select the best that can provide them a superior service. This research used quantitative method and as such it questionnaire to collect data. Data were collected from vehicle owner that sent their vehicle for servicing from 30 selected auto service centers. List of names given to by the service provider based on their history records. Each service centers identified top 20 customers based on the recent activity started from January 2020. Email and short messages sent to customer to notify about the research and the purpose of it to be conducted. Respondents may choose to participate based on voluntary basis. 600 questionnaire distributed and 356 questionnaire returns which brings to 59% returning rates. The results indicate that only tangibles and responsiveness are not significant towards customer satisfaction. The rest were positively influence customer satisfaction. Service providers in the industry should take more serious on the service quality as it is important for their survival in the industry.

Keywords:

Customer satisfaction, Service quality, SERVQUAL

Paper Details
Month6
Year2020
Volume24
IssueIssue 1
Pages4737-4748