The Effect of Service Quality on Customer Satisfaction in an Automotive After-Sales Service

The Effect of Service Quality on Customer Satisfaction in an Automotive After-Sales Service

Assessment of service quality has been widely utilized in after-sales service, especially in the automotive industry. The purpose of the study was to determine factors affecting customer satisfaction in an automotive after-sales service at Toyota Dasmarinas-Cavite Philippines by utilizing the SERVQU...

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Bibliographic Details
Main Authors: Justine Roy Balinado, Yogi Tri Prasetyo, Michael Nayat Young, Satria Fadil Persada, Bobby Ardiansyah Miraja, Anak Agung Ngurah Perwira Redi
Format: Article
Language:English
Published: MDPI AG 2021-04-01
Series:Journal of Open Innovation: Technology, Market and Complexity
Subjects:
service quality
after-sales service
structural equation modeling
SERVQUAL
customer satisfaction
customer loyalty
Online Access:https://www.mdpi.com/2199-8531/7/2/116

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https://www.mdpi.com/2199-8531/7/2/116

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