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

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.