Measuring Customer Satisfaction and Service Quality in Automobile Repair

Otomobil Kullanıcılarının Tatminin Etkileyen Faktörlerin Belirlenmesi, Afyonkarahisar Örneği

“…There are two parts about approve or disagreement. The first is the positive that the products and services can match the expectations of the customers, and the second part is that the products and services are negative if they cannot match the expectations of the customers (Furaida et al, 2018).…”

“…The lowest effect was between price with customer satisfaction and loyalty. Furaida et al (2018) measured customer satisfaction for automobile repair service in Indonesia. They used the SERVQUAL method to measure the difference between perceived quality and expected quality.…”

Effectiveness of Loyalty Programs in Customer Retention: A Multiple Mediation Analysis

“…Many other aspects influence customer retention, and so loyalty programs may not have a more substantial role in retaining customers. One of such primary issues is customer satisfaction, which is an influential antecedent of customer retention or loyalty (Furaida et al, 2018; Opusunju et al, 2017). Despite the presence of loyalty programs, if customers are not satisfied, how it may affect customer retention is critical to understand by marketers (Lee et al, 2019).…”

“…Nevertheless, automotive industry players are unable to sustain the profitability of the business by only depending on new car sales without repairs and servicing services provided to retain customers and increase turnover (Aboltins & Rivza, 2014; Ayed, 2019). Consumer’s purchase consideration might take a long cognitive process due to selection of reputable brand, which involves intrinsic and extrinsic factors extraordinarily complex products such as vehicles (Furaida et al, 2018; Souiden et al, 2011). A brand that could reach various markets due to the demand from customers and increase of credibility by the loyal customer which potentially increase the customer retention rates (Agus, 2019; Chen, 2015; Sari et al, 2018).…”

“…In the past, many kinds of researches had examined the effect of a loyalty program, customer satisfaction, brand association, and customer retention in the automotive industry in the world (Ayed, 2019; Balabanis et al, 2006; Basera, 2014; Gaurav, 2016; Magatef & Tomalieh, 2015). In Malaysia, loyalty-related research also received special attention (Furaida et al, 2018; Kassim, 2006; Manzoor & Shaikh, 2016; Omar et al, 2015; Osman & Sentosa, 2013). There were also numbers of researches conducted related to the effectiveness of customer loyalty program (Ahmad & Buttle, 2002; Hamilton et al, 2017; Komalasari & Budiman, 2018; Stathopoulou & Balabanis, 2016).…”