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Measuring Quality in Automobile Aftersales: AutoSERVQUAL Scale

Author

Listed:
  • Yasin Galip Gencer

    (University of Yalova, Yalova, Turkey)

  • Ulas Akkucuk

    (Bogazici University, Istanbul, Turkey)

Abstract

It is becoming more important to accurately measure the level of quality in services and especially automobile related services such as after sales service. This study aims to generate a survey to measure the service quality in automobile aftersales services, eventually to be called AutoSERVQUAL. The roadmap for this survey generation process starts by examining the service quality measurement scales in literature first and then continues by the adaptation process of SERVQUAL over automobile aftersales customers. Each and every step in survey generation processes is explained starting from expert interviews and finally statistical analyses. Starting with 45 candidate questions, the study offers a 28 item scale that can measure service quality in after sales car services with high reliability. The scale can be extended to cover aftersales services in general for any type of product and also could be used as input to other models such as QFD and MADM. The scale should also be empirically tested in other countries with specific requirements for after sales services.

Suggested Citation

  • Yasin Galip Gencer & Ulas Akkucuk, 2017. "Measuring Quality in Automobile Aftersales: AutoSERVQUAL Scale," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 19(44), pages 110-110, February.
    • Handle: RePEc:aes:amfeco:v:s10:y:2017:i:18:p:110
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    References listed on IDEAS

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    4. Ivana Blesic & Slobodan Cerovic & Vanja Dragicevic, 2011. "Improving the Service Quality as a Socially Responsible Activity of Hotel Companies," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 13(29), pages 273-286, February.
    5. Lupo, Toni, 2015. "Fuzzy ServPerf model combined with ELECTRE III to comparatively evaluate service quality of international airports in Sicily," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 249-259.
    6. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer;The Psychometric Society, vol. 16(3), pages 297-334, September.
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    Cited by:

    1. Nicoleta Andreea Neacsu & Anca Madar, 2021. "Quality Strategies Applied on the Market of Integrated Security Systems," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(1), pages 630-636, August.

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    More about this item

    Keywords

    AutoSERVQUAL; SERVQUAL; automobiles; after sales; services;
    All these keywords.

    JEL classification:

    • M11 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Production Management
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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