Cargando…
The Relationship Benefits of Auto Maintenance and Repair Service: A Case Study of Korea
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. This stud...
Autores principales: | , , |
---|---|
Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
MDPI
2020
|
Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7407803/ https://www.ncbi.nlm.nih.gov/pubmed/32664685 http://dx.doi.org/10.3390/bs10070115 |
_version_ | 1783567688576008192 |
---|---|
author | Hong, Jinpyo Kim, Boyoung Oh, Sungho |
author_facet | Hong, Jinpyo Kim, Boyoung Oh, Sungho |
author_sort | Hong, Jinpyo |
collection | PubMed |
description | 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. This study carried out a questionnaire survey with 319 customers using auto maintenance and repair service and verified hypotheses. 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. Service trust did not affect customer engagement or long-term relationship continuity but affected them when it mediated service satisfaction. 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. 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. |
format | Online Article Text |
id | pubmed-7407803 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2020 |
publisher | MDPI |
record_format | MEDLINE/PubMed |
spelling | pubmed-74078032020-08-12 The Relationship Benefits of Auto Maintenance and Repair Service: A Case Study of Korea Hong, Jinpyo Kim, Boyoung Oh, Sungho Behav Sci (Basel) Article 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. This study carried out a questionnaire survey with 319 customers using auto maintenance and repair service and verified hypotheses. 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. Service trust did not affect customer engagement or long-term relationship continuity but affected them when it mediated service satisfaction. 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. 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. MDPI 2020-07-12 /pmc/articles/PMC7407803/ /pubmed/32664685 http://dx.doi.org/10.3390/bs10070115 Text en © 2020 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (http://creativecommons.org/licenses/by/4.0/). |
spellingShingle | Article Hong, Jinpyo Kim, Boyoung Oh, Sungho The Relationship Benefits of Auto Maintenance and Repair Service: A Case Study of Korea |
title | The Relationship Benefits of Auto Maintenance and Repair Service: A Case Study of Korea |
title_full | The Relationship Benefits of Auto Maintenance and Repair Service: A Case Study of Korea |
title_fullStr | The Relationship Benefits of Auto Maintenance and Repair Service: A Case Study of Korea |
title_full_unstemmed | The Relationship Benefits of Auto Maintenance and Repair Service: A Case Study of Korea |
title_short | The Relationship Benefits of Auto Maintenance and Repair Service: A Case Study of Korea |
title_sort | relationship benefits of auto maintenance and repair service: a case study of korea |
topic | Article |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7407803/ https://www.ncbi.nlm.nih.gov/pubmed/32664685 http://dx.doi.org/10.3390/bs10070115 |
work_keys_str_mv | AT hongjinpyo therelationshipbenefitsofautomaintenanceandrepairserviceacasestudyofkorea AT kimboyoung therelationshipbenefitsofautomaintenanceandrepairserviceacasestudyofkorea AT ohsungho therelationshipbenefitsofautomaintenanceandrepairserviceacasestudyofkorea AT hongjinpyo relationshipbenefitsofautomaintenanceandrepairserviceacasestudyofkorea AT kimboyoung relationshipbenefitsofautomaintenanceandrepairserviceacasestudyofkorea AT ohsungho relationshipbenefitsofautomaintenanceandrepairserviceacasestudyofkorea |