Product and service quality: The antecedents of customer loyalty in the automotive industry

• 成果类型: Article
• 署名作者: Devaraj, S; Matta, KF; Conlon, E
• 署名单位: University of Notre Dame
• 刊物名称: PRODUCTION AND OPERATIONS MANAGEMENT
• ISSN/ISSBN: 1059-1478
• 发表日期: 2001
• 页码: 424-439
• 关键词: service quality; product quality; customer loyalty; automotive industry

摘要

Prior literature has examined product quality and service quality separately as antecedents of customer loyalty. In the context of the automotive industry, we present a framework that examines the simultaneous impact of product and service quality on consumers' purchase intentions. The framework is operationalized as several hypotheses that posit relationships between service quality, service satisfaction, product quality, and customer loyalty. The hypotheses are tested using three sources of data: (i) archival data on product quality and customer purchases, (ii) consumersi responses to a survey instrument, and (iii) Consumer Reports. Results indicate general support for main hypotheses proposed.