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    Do warranties influence perceptions of service quality?: a study of the automobile repair and service industry

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    Date
    1998
    Publisher
    © 1998 Published by Elsevier Ltd.
    Author
    Andaleeb, Syed Saad
    Basu, Amiya K.
    Metadata
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    URI
    http://hdl.handle.net/10361/5496
    Citation
    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
    Abstract
    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.
    Keywords
    Service quality evaluation; Customer satisfaction; SERVQUAL
     
    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
    Publisher Link
    http://doi.org/10.1016/S0969-6989(97)00072-6
    DOI
    http://doi.org/10.1016/S0969-6989(97)00072-6
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    • Journal Article [43]

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