Do warranties influence perceptions of service quality?: a study of the automobile repair and service industry
This article was published in the Journal of Retailing and Consumer Services [© 1998 Published by Elsevier Ltd. ] and the definite version is available at : http://doi.org/10.1016/S0969-6989(97)00072-6 The Journal's website is at: http://www.sciencedirect.com/science/article/pii/S09696989970007...
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© 1998 Published by Elsevier Ltd.
2016
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| Mynediad Ar-lein: | http://hdl.handle.net/10361/5496 http://doi.org/10.1016/S0969-6989(97)00072-6 |
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10361-54962016-12-04T09:45:36Z Do warranties influence perceptions of service quality?: a study of the automobile repair and service industry Andaleeb, Syed Saad Basu, Amiya K. Service quality evaluation Customer satisfaction SERVQUAL This article was published in the Journal of Retailing and Consumer Services [© 1998 Published by Elsevier Ltd. ] and the definite version is available at : http://doi.org/10.1016/S0969-6989(97)00072-6 The Journal's website is at: http://www.sciencedirect.com/science/article/pii/S0969698997000726 The relationship between customers' overall evaluation of service quality and five factors — perceived fairness, empathy, responsiveness, reliability, and convenience — was examined in the automobile repair and service industry. Specifically, the study explored whether a warranty influenced the evaluation of service quality. A survey was conducted. The findings indicate that the empathy demonstrated by the service provider was important only when the service was not under warranty. Fairness and reliability were found to be important when there was no warranty and their effects were heightened by the presence of warranty. The influence of responsiveness and convenience were significant and remained the same with or without warranty. Published 2016-06-22T13:37:22Z 2016-06-22T13:37:22Z 1998 Article Andaleeb, S. S., & Basu, A. K. (1998). Do warranties influence perceptions of service quality: a study of the automobile repair and service industry. Journal of Retailing and Consumer Services, 5(2), 87–91. doi:10.1016/S0969-6989(97)00072-6 http://hdl.handle.net/10361/5496 http://doi.org/10.1016/S0969-6989(97)00072-6 en http://doi.org/10.1016/S0969-6989(97)00072-6 © 1998 Published by Elsevier Ltd. |
| institution |
Brac University |
| collection |
Institutional Repository |
| language |
English |
| topic |
Service quality evaluation Customer satisfaction SERVQUAL |
| spellingShingle |
Service quality evaluation Customer satisfaction SERVQUAL Andaleeb, Syed Saad Basu, Amiya K. Do warranties influence perceptions of service quality?: a study of the automobile repair and service industry |
| description |
This article was published in the Journal of Retailing and Consumer Services [© 1998 Published by Elsevier Ltd. ] and the definite version is available at : http://doi.org/10.1016/S0969-6989(97)00072-6 The Journal's website is at: http://www.sciencedirect.com/science/article/pii/S0969698997000726 |
| format |
Article |
| author |
Andaleeb, Syed Saad Basu, Amiya K. |
| author_facet |
Andaleeb, Syed Saad Basu, Amiya K. |
| author_sort |
Andaleeb, Syed Saad |
| title |
Do warranties influence perceptions of service quality?: a study of the automobile repair and service industry |
| title_short |
Do warranties influence perceptions of service quality?: a study of the automobile repair and service industry |
| title_full |
Do warranties influence perceptions of service quality?: a study of the automobile repair and service industry |
| title_fullStr |
Do warranties influence perceptions of service quality?: a study of the automobile repair and service industry |
| title_full_unstemmed |
Do warranties influence perceptions of service quality?: a study of the automobile repair and service industry |
| title_sort |
do warranties influence perceptions of service quality?: a study of the automobile repair and service industry |
| publisher |
© 1998 Published by Elsevier Ltd. |
| publishDate |
2016 |
| url |
http://hdl.handle.net/10361/5496 http://doi.org/10.1016/S0969-6989(97)00072-6 |
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