Auto Repair Services Research Articles

Default Prediction for Auto Repair Services Firms in Russia using Non-financial Data

Default Prediction for Auto Repair Services Firms in Russia using Non-financial Data

The Impact of Relationship Marketing on Customer Loyalty at Plaza Toyota Workshop Bandung

This research was conducted to study the impact of relationship marketing on customer loyalty in a form of service consistency provided by the Plaza Toyota Workshop Bandung to its customers. This research used 4 (four) independent variables (customer’s trust, service commitment, service communication and conflict handling) on to the dependent variable (customer loyalty). This research was conducted on customers of the Plaza Toyota Workshop Bandung who routinely use auto repair services at the workshop. This research used a quantitative approach to understand and define the variables standing that are studied in this research and the influence between one variable and another. The data collecting technique used in this research is by distributing questionnaires to 100 samples. The results showed that customer’s trust gave zero impact in gaining customer loyalty. Meanwhile, service commitment, service communication, and conflict handling are in some ways correlated with customer’s loyalty. According to the results of the analysis which based on the results of the average index calculation, customers have no doubt about the indicators that build their trust to the Plaza Toyota Workshop Bandung, in other word, customers automatically trust Plaza Toyota Workshop Bandung. While the other three variables have influence. And the indicators of these three variables can be used as a prove based on the results of the item ranking questions. Based on these results, Plaza Toyota Workshop Bandung must be more focused on developing these three variables in order to build customer loyalty.

Service Quality, Relationship Benefit and Experience Value in the Auto Repair Services Sector

The purpose of this study was to analyze how service quality, relationship benefit, and experience value affect the customers’ intention to maintain a long-term relationship with auto repair centers through service quality and trust. To this end, a statistical analysis was performed, based on a total of 319 survey data from customers who possess experience in using auto repair services. It was found that all factors of service quality, relationship benefits, and experience values directly influence service satisfaction and affect long-term relationship through service satisfaction. In the case of relationship benefits and experience values, however, it did not affect service trust, and the relationship benefit factor did not affect the maintenance of a long-term relationship through service trust. Consequently, it was found that in the auto repair service sector, customers consider service satisfaction more important than service trust in maintaining the long-term use relationship with a service center or sales branch. This result confirms that auto repair service has a significant influence on customers through the quality of auto repair and customer satisfaction regarding the repair results through troubleshooting, unlike general services that are affected by psychological properties such as a products’ brand and attractiveness.

Prevalence of hidden carbon monoxide poisoning in auto service workers; a prospective cohort study

BackgroundCarbon monoxide (CO) is formed as a result of the incomplete burning of hydrocarbon-containing fuels such as natural gas, coal, liquid petroleum gas, and wood. CO is a colorless, odorless, and poisonous gas that produces various acute and chronic effects in CO-exposed people. In this study, we aimed to measure CO levels in auto care repairmen with chronic CO-related illnesses using a serial, non-invasive method.A prospective cohort study.MethodsA total of 99 people from six different auto-repair services were included in the study. Carboxyhemoglobin (COHb) levels were measured at four different times with 2-hour intervals starting at 08:00 AM. Data concerning employees’ ages, working hours, smoking statuses, and types of home heating fuel were collected. A control group of 100 cases was created based on this data. The measurements were done on the control group in the morning with a Masimo Rad-57 CO-oximeter.ResultsThe highest mean (± SD) COHb value was 7.04% ± 3.32% after the third measurement. The mean value for the control group was 1.61% ± 1.43%. A statistically significant difference between the groups was found for each value.DiscussionWe determined that the risk of being affected by CO is high in buildings in which the auto services were located. The effects of chronic or prolonged exposure to low amounts of CO were found to be ambiguous. However, in some studies, it was found that low-grade CO exposure could lead to coronary artery disease and some neurological complications. Therefore, it is necessary to be careful about the health of employees who have been exposed to CO.ConclusionsWe concluded that there is a need for more detailed studies concerning chronic CO poisoning. Also, in workplaces in which there is high exposure to CO, proper workplace safety measures should be taken to reduce this gas’s harmful effects to employees.

IT기반 커뮤니케이션 요인이 서비스재이용의도에 미치는 영향분석 : 정비서비스를 중심으로

IT기반 커뮤니케이션 요인이 서비스재이용의도에 미치는 영향분석 : 정비서비스를 중심으로

Benchmarking of service quality with data envelopment analysis

This paper proposes a data envelopment analysis (DEA) approach to measurement and benchmarking of service quality. Dealing with measurement of overall service quality of multiple units with SERVPERF as multiple-criteria decision-making (MCDM), the proposed approach utilizes DEA, in particular, the pure output model without inputs. The five dimensions of SERVPERF are considered as outputs of the DEA model. A case study of auto repair services is provided for the purpose of illustration. The current practice of benchmarking of service quality with SERVQUAL/SERVPERF is limited in that there is little guidance to whom to benchmark and to what degree service quality should be improved. This study contributes to the field of service quality benchmarking by overcoming the above limitations, taking advantage of DEA’s capability to handle MCDM problems and provide benchmarking guidelines.

Investigating the Measures of Relative Importance in Marketing Research

Determining the relative importance of various predictors in a marketing research model is important for both theoretical and practical reasons. To date, the most commonly used methods to assess relative importance have involved examining either the regression coefficients or zero-order correlations of each predictor. Unfortunately, these indices are problematic when the predictors are correlated, as is the case with many of the drivers of service-provider switching, loyalty studies, satisfaction models and other marketing research. In this paper, we introduce Dominance Analysis to an audience of researchers in marketing research and empirically demonstrate its usefulness for assessing predictor relative importance. Using a Monte Carlo simulation, we first compare the accuracy of five traditional methods used in marketing research assessing relative importance and comparing them to Dominance Analysis. There are theoretical, as well as empirical, advantages to using Dominance Analysis over other methods, and these are discussed in the context of an empirical example using data drawn from a larger study of auto-repair service customers (n = 355).

Agency Problems and Reputation in Expert Services: Evidence from Auto Repair

Using a field experiment involving undercover visits to auto repair garages with a test vehicle, I first examine how asymmetric information between mechanics and motorists over auto repair service quality affects outcomes. I then examine whether reputation mitigates these problems via a matched‐pair treatment in which undercover researchers appeared as either one‐time or repeat‐business customers. The results indicate that under and overtreatment are widespread, and that reputation via a repeat business mechanism does not improve outcomes significantly.

PENGARUH NORMATIVE COMMITMENT, AFFECTIVE COMMITMENT DAN CONTINUANCE COMMITMENT TERHADAP SWITCHING INTENTIONS

Although research the determinant of service provides switching has grown in recent years, the focus has been predominantly on transactional, not relational variables. In this research, the authors address the role of customer commitment on customers' intentions to switch. Drawing from organizational behavior literature, they build on previous service switching research by developing a switching model that includes a three-component conceptualization of customer commitment. Structural equation modeling is used to test the model based on data from a survey of 198 auto repair service customers. The authors' results support the notion that customer commitment affects intentions to switch service provider and that the psychological states underlying that commitment may differ. As such, future marketing research should consider these different forms of commitment in understanding customer retention. The implications of this model for theory and practice are discussed.Keywords: Normative Commitment, Affective Commitment, Continuance Commitment, and Switching Intentions.

A Three-Component Model of Customer to Service Providers

Although research into the determinants of service provider switching has grown in recent years, the focus has been predominantly on transactional, not relational, variables. In this research, the authors address the role of consumer commitment on consumers’ intentions to switch. Drawing from the organizational behavior literature, they build on previous service switching research by developing a switching model that includes a three-component conceptualization of customer commitment. Structural equation modeling is used to test the model based on data from a survey of 356 auto repair service customers. The authors’ results support the notion that customer commitment affects intentions to switch service providers and that the psychological states underlying that commitment may differ. As such, future marketing research should consider these different forms of commitment in understanding customer retention. The implications of this model for theory and practice are discussed.

An Empirical Assessment Of The Zeithaml, Berry And Parasuraman Service Expectations Model

The study empirically evaluated the Zeithaml et al. model of service expectations. Data on. service reliability was gathered from 267 auto repair service personnel who bought auto parts from manufacturer dealerships and independent suppliers. The model was partially successful in explaining customer perceptions of service quality and satisfaction. A significant finding was that buyers appear to tolerate a range of service performance and the size of this range is linked to service quality perceptions.

Usefulness of Economics in Explaining Consumer Complaints

Based on an economic model of consumer demand, a multinomial logit model is estimated to predict the probability of a consumer falling into one of four categories of complaint action: no action, private, public, or both private and public complaints. Automobile repair and medical services are used as examples of more and less competitive industries. There are differences across industries with regard to variables that explain variation in complaints. Once variables representing the cost/benefit, learning, restraints, and personality models are accounted for, most of the variation in complaint behavior for both industries is explained by the learning and restraints models. Characteristics of individuals are important in explaining complaint behavior for both auto repair and medical services, while supply side characteristics are important in explaining variation in complaint behavior for auto repair services.

Consumers' Prior Experiences and Perceptions in Auto Repair Choice

A survey examined information search for auto repair services and its determining factors. As in other decision contexts, external search was limited. Linear regression models found that consumers' prior experiences were a major determinant of search behavior. Managerial implications and future research directions are briefly discussed.

Lung cancer and occupation in Alameda County: a death certificate case-control study.

A case-control comparison of lung cancer deaths versus deaths from all other cancers occurring in Alameda County, California, between 1958 and 1962 was conducted to investigate possible associations between lung cancer and occupation. Age-adjusted, sex-specific analyses indicated that a history of work in certain industries and occupations was associated with an increased risk of lung cancer. Among males, a significant positive association was found for glass, metal, furniture, professional and photographic equipment, rubber, leather and plastic manufacturing; water and air transportation; auto repair services; and construction. Specific occupations associated with a significant positive risk for males were: electricians, aircraft mechanics, painters, plasterers, machine operators, construction workers, bus and truck drivers, and guards and nightwatchmen. Among females, beauticians had a significantly high risk associated with lung cancer. These results were consistent with other studies of lung cancer related to occupation.

The Economic Impact--Industrial and Regional--Of An Arms Cut

1. object of the computations described in this paper was to determine what effect a hypothetical reduction in military accompanied by a compensating increase in non-military demand would have on the industrial composition and regional distribution of employment in the continental United States. By compensation is meant the maintenance of the total level of employment in the economy. In a paper published four years ago,' inputoutput analysis was used to estimate the effect of such a change in the structure of final demand on the industrial distribution of the labor force for the country as a whole. present study carries that inquiry one step further. impact of the hypothetical shift from military to civilian demand is projected here not only in inter-industrial, but also in inter-regional terms. Specifically, the territory of the continental United States has been subdivided into 19 distinct regions, and the shift in the industrial composition of output and employment was assessed for each one of them. Had we attempted to study each region separately and then simply to add the results to arrive at corresponding aggregates for the country as a whole, the total national output figures and the corresponding total input figures for each distinct category of goods and services could not have been expected to match. In other words, the results of such isolated regional studies would not comprise a consistent picture of the national economy as a whole. simple scheme of multi-regional analysis on which the present computations are based provides for simultaneous balancing of all inputoutput flows from the point of view of each individual region, as well as for the U.S. economy as a whole. For some goods let them be called Locala balance between production and consumption tends to be established separately within each region; for other goods let them be identified as National such a balance typically is achieved only for the country as a whole. Within each region the output of a National good might exceed or fall short of its total input, the deficit or surplus being evened out by exports to or imports from other regions. Retail Trade and Auto Repair Services are characteristically Local industries while Coal Mining and Aircraft Manufacturing are typically National. difference between the two obviously should be explained in terms of the relative mobility or transportability of their output. To separate National industries from the Local, all sectors were arranged in order of the increasing magnitude of inter-regional, as compared with the intra-regional, trade of their respective products. Then, an admittedly somewhat arbitrary cut was made across that array, setting apart the Local industries, serving mainly users located within the region in which production occurs, from the National industries, supplying the entire national or even international market, whose products typically are being shipped for this reason in comparatively large amounts across regional lines.2 * All authors were members of the Harvard Economic Research Project. This study was financed by the National Science Foundation and the Rockefeller Foundation. computations were performed on the IBM 7094 at the Harvard Computing Center. 'Wassily Leontief and Marvin Hoffenberg, The Economic Effect of Disarmament, Scientific American, April 1961. 2The concluding observations at the end of this article describe a possible refinement of this approach which introduces a graduated distinction between National, Regional and Sub-regional industries and goods.