TY - JOUR
T1 - Customer perceptions of mediating role of ownership cost in Garvin’s dimensions of quality
AU - Syahrial, Erialdi
AU - Suzuki, Hideo
AU - Schvaneveldt, Shane J.
AU - Masuda, Mitsuki
N1 - Funding Information:
We are grateful for the research grant provided by Keio University, Japan. We would like to take this opportunity to thank Keio University staff for their continuous support during this research. This work was also supported by Grant-in-Aid JP 16K03939.
Publisher Copyright:
© 2018 Japan Industrial Management Association. All rights reserved.
PY - 2018
Y1 - 2018
N2 - In relation to Garvin’s dimensions of quality, this paper investigates the influence of ownership cost on automobiles customers’ perspective through maintenance, service and repair. A quantitative survey approach was applied and the results were analyzed using Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA). Both analyses were conducted in Japan using different sets of sample sizes (n = 300 for EFA and n = 668 for CFA). Structural Equation Modeling (SEM) was employed for examining the relationships between various constructs in the conceptual model, including six different dimensions of product quality, ownership cost, customer satisfaction, and customer loyalty. From the structural model, nine out of twelve hypotheses were supported, and the ownership cost factor was revealed as playing a significant role in enhancing customer loyalty. In addition to empirically examining this new conceptual model, this research discusses the managerial implications corresponding to the research outcomes.
AB - In relation to Garvin’s dimensions of quality, this paper investigates the influence of ownership cost on automobiles customers’ perspective through maintenance, service and repair. A quantitative survey approach was applied and the results were analyzed using Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA). Both analyses were conducted in Japan using different sets of sample sizes (n = 300 for EFA and n = 668 for CFA). Structural Equation Modeling (SEM) was employed for examining the relationships between various constructs in the conceptual model, including six different dimensions of product quality, ownership cost, customer satisfaction, and customer loyalty. From the structural model, nine out of twelve hypotheses were supported, and the ownership cost factor was revealed as playing a significant role in enhancing customer loyalty. In addition to empirically examining this new conceptual model, this research discusses the managerial implications corresponding to the research outcomes.
KW - Customer satisfaction and loyalty
KW - Japan
KW - Serviceability
KW - Survey
KW - Vehicle
UR - http://www.scopus.com/inward/record.url?scp=85052878775&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=85052878775&partnerID=8YFLogxK
U2 - 10.11221/jima.69.95
DO - 10.11221/jima.69.95
M3 - Article
AN - SCOPUS:85052878775
SN - 0386-4812
VL - 69
SP - 95
EP - 112
JO - Journal of Japan Industrial Management Association
JF - Journal of Japan Industrial Management Association
IS - 2E
ER -