Modifying e-Service Quality for Automotive Repair Shops

Abstract

Third party automotive repair shops compete with auto dealerships. Lacking the brand recognition, they need to develop strategies that will enhance customer loyalty. Extant literature has shown that service quality is an antecedent of loyalty. The measurement of service quality is context sensitive and scales have been developed for e-servqual, to measure the service quality delivered by websites. This study adapts the measurement of e-servqual for the context of third party automotive repair shops. The research model is extended to include the physical surroundings, represented by the construct, servicescape. Data is collected from customers who are servicing their cars. The analysis shows that service quality, trust and reputation have a significant influence on customer loyalty.