3/18/2023 0 Comments Auto maintenance![]() In the end, relationship benefits revealed through interactions between companies and customers play a pivotal role in retaining customers. Since service has intangible characteristics, broader customer contacts are made in the process of meeting customer expectations, and interactions with customers produce a positive impression or trust, which works as a key factor for relationship continuity. ![]() Most service companies offer new services and benefits to continuously maintain relationships with existing customers or create higher customer satisfaction according to the individualization of customer needs and differentiated service demand increase. Although it is vital to improve trust or service, it is confirmed that a relationship can be maintained only if the auto maintenance or repair service is satisfactory. Consequently, it was revealed that confidence benefit should be consolidated and that professionalism or service quality excellence in maintenance or repair becomes the most important factors to produce customer engagement or long-term relationship continuity in the auto maintenance and repair service. Service trust did not affect customer engagement or long-term relationship continuity but affected them when it mediated service satisfaction. As a result of the analysis, the confidence and social benefits of auto maintenance and repair service affected service trust, while the confidence and economic benefits affected service satisfaction. ![]() This study carried out a questionnaire survey with 319 customers using auto maintenance and repair service and verified hypotheses. This study aimed to empirically examine what effects confidence, social, and economic benefit factors have on continuous relationship orientation through the mediation of service trust, service satisfaction, and customer engagement factors in the auto maintenance and repair service sector.
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