DEVELOPMENT MODEL OF SERVICE QUALITY IN AUTOMOTIVE INDUSTRY

• Main Author: FARID (NIM : 234 08 049), MUHAMMAD
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/23227
• Institution: Institut Teknologi Bandung

Automotive service industry plays an important role to support manufacturing industry in providing after sales service to guarantee performance and service life of vehicles. Automotive industry is one quadrant of the service industry category typology services shop Schmenner (2004) along with other industries, such: hospitals and restaurants with the criteria of a low intensity level employee and customer interactions based on higher orders. Continuous measurement of service quality will help companies to improve service quality to consumers. <br /> <br /> The basic model is used to adopt the SERVQUAL model (Parasuraman et al., 1985) and models of antecedents and mediators (Dabholkar et al., 2000) The model is based on three latent variables, namely: service quality, customer <br /> <br /> satisfaction, and behavorial intention. Model development using confirmatory factor analysis (CFA) identified five dimensions of service quality, namely: accessibility, tangibility, responsiveness, competence, and reliability. <br /> <br /> Validation test the model by distributing questionnaires to measuring a consumer's authorized service center of car in Makassar. Confirmation of this research model using Structural Equation Model (SEM) with the help of LISREL <br /> <br /> software version 8.7. The results of this study indicate that the quality of automotive service industry in the city of Makassar is in compliance with consumer expectations, although in some manifest variables still need improvement services. Based on model validation and confirmation can be concluded that the five dimensions of service quality significantly influences the quality of services, then the variable service quality has a positive impact on customer satisfaction and the implications for <br /> <br /> consumer behavior intentions.