An Empirical Study of After-sales Service Relationship in China’s Auto Industry

DOI

10.2991/mems.2012.123How to use a DOI?

Keywords

service quality; relationship quality; relationship value

Abstract

This research analyzed the current situation and future development trend in auto after-sales service industry. Then based on the five dimensions of service quality (fairness, empathy, reliability, responsiveness and convenience), three dimensions of relationship quality (satisfaction, trust and commitment), constructs a structural equation model to assess the relationship among service quality, relationship quality and relationship value. Researched on the samples from 327 customers in auto after-sales service industry, we found that fairness, empathy, reliability and convenience have significant positive impact on satisfaction, but responsiveness has no significant positive impact on satisfaction; at the same time satisfaction has a significant positive impact on trust, and trust has a significant positive impact on commitment. We also found satisfaction and commitment both have significant positive impact on relationship vale, but trust cannot influence relationship value directly.

Copyright

© 2012, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Wu Shuqin
AU  - Liu Gang
PY  - 2012/12
DA  - 2012/12
TI  - An Empirical Study of After-sales Service Relationship in China’s Auto Industry
BT  - Proceedings of the 1st International Conference on Mechanical Engineering and Material Science (MEMS 2012)
PB  - Atlantis Press
SP  - 467
EP  - 470
SN  - 1951-6851
UR  - https://doi.org/10.2991/mems.2012.123
DO  - 10.2991/mems.2012.123
ID  - Shuqin2012/12
ER  -