Attributes of overall satisfaction of agricultural machinery dealers using a three‐factor model

Abstract

Purpose -This paper aims to investigate the satisfaction of dealers with their suppliers in the agricultural machinery sector. Design/methodology/approach -A dummy approach of the three-factor model is used to detect the dimensions that influence the overall satisfaction of agricultural machinery dealers. The model considers satisfiers, dissatisfiers and so-called performance factors that might lead to both satisfaction and dissatisfaction. Findings -Two dissatisfiers, after-sales and service methods and relationship with supplier, are detected. Furthermore, there is one satisfier, competitive outlook, and one performance factor, the product program.Research limitations/implications -The dummy approach detects the three factors implicitly. A Kano-questionnaire might be helpful to confirm the results. Practical implications -Producers should first fulfill the factors that have the highest negative impact: product program, followed by after-sales and service methods and relationship with supplier. After reaching a specific level within these factors, producers could seek to increase their dealers' satisfaction with the two factors, product program and competitive outlook. The product program thus represents the key factor for producers seeking to both decrease dissatisfaction and increase satisfaction. Originality/value -While different approaches of the three-factor model are used along with customer satisfaction, this paper is the first to detect different factors of dealer satisfaction in the agricultural machinery sector.

Symmetric and asymmetric effects of primary healthcare attributes on patient satisfaction: Do they vary across patients?

“…The importance of the excitement factors increases when their performance is high, but they become unimportant when they underperform. The three-factor theory has been tested in different service settings such as: tourism Back, 2012;Caber, Albayrak, & Matzler, 2012;Coghlan, 2012;Füller et al, 2006;Mikulić & Prebežac, 2011); hospitality (Albayrak & Caber, 2014;Chang, Chen, & Hsu, 2010;Lee & Min 2013); e-commerce/mobile telecommunication services (Busacca & Padula, 2005;Caber, Albayrak, & Loiacono, 2013;Pezeshki, Mousavi, & Grant, 2009); B2B/retailing services (Arbore & Busacca, 2009;Matzler, Bailom, Hinterhuber, Renzl, & Pichler, 2004;Stan et al, 2007;Staus & Becker, 2012); and transportation (airline/airport) (Kuo & Jou, 2014;Mikulić & Prebežac, 2008). All these studies have shown important practical implications of the three-factor theory, such as organisational changes towards better service delivery and efficient budget allocation through better service improvements' prioritisation.…”

“…All relevant values range between 0.77 and 0.96 (> 0.7) which means that the internal consistency of the items in the new scales is very good (Tabachnick & Fidell, 2007). Confirmatory factor analysis (CFA) via AMOS 18.0 was employed to further examine the research measures and their internal reliability and validity.…”

“…Items' descriptive statistics and the psychometric properties of the factors are given in Table 1. The total variance explained by the five extracted factors is 70.93%, well above the proposed cut-off value of 50% (Tabachnick & Fidell, 2007). To test the consistency of the extracted factors, the Cronbach's alpha for each component was calculated.…”

“…Moreover, the Average Variance Extracted (AVE) values for all constructs range from 0.61 to 0.68, which is well above the 0.50 cut-off. The results of these two tests provide evidence of convergent validity (Tabachnick & Fidell, 2007). Internal reliability of each construct was assessed with the Composite Reliability (CR) index.…”

Scenarios of Business Development in the Agricultural Machinery Market Under Conditions of International Trade Integration

“…Economic mechanisms, preconditions, and methodological aspects of business development in the agricultural machinery market under modern economic conditions have been studied in multiple works, including (Bortolini, Cascini, Gamberi, Mora, & Regattieri, 2014a;Huang, Yun, You, & Wu, 2011;Liu Hu, Jetté-Nantel, & Tian, 2014;Staus & Becker, 2012;Yakymenko, 2013;Yu, Leng, & Zhang, 2012;Zhovnovach, 2014). In the agricultural machinery market, machinery and agricultural equipment is bought and sold (Muzlera, 2014).…”