SERVICE QUALITY PERCEPTION OF CUSTOMERS –A STUDY OF TOYOTA MOTORS IN INDIA
作者: Hasnan Baber
刊名: Organizations and Markets in Emerging Economies, 2018, Vol.9 (2)
来源数据库: Faculty of Economics and Business Administration, Vilnius University
DOI: https://doi.org/10.15388/omee.2018.10.00016
关键词: QualityServiceCustomer satisfactionAutomobilesToyotaIndia
原始语种摘要: The study is aimed to explore the gap between the level of expectation in service quality and service perception and its influence on customer satisfaction of Toyota customers in India. A 25-item questionnaire was used to collect primary data from 1721 customers of selected states. Data was statistically analysed through reliability analysis, exploratory factor analysis, paired sample t-test and confirmed factor analysis. Structural equation modelling was employed to measure the relation of actual service received and customer satisfaction. The findings revealed a gap between service quality level expected by customers and actually what they perceive except in the case of tangibility, where perceived quality surpasses expectations. The study revealed that there is a constructive and...
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关键词翻译
关键词翻译
  • expectations 期待的事物
  • customer 用户
  • satisfaction 满意
  • Toyota 丰田牌汽车
  • exploratory 勘探的
  • quality 品质
  • expected 预期
  • automobile 汽车
  • market 市场
  • level 水准