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  • 한국과학기술정보연구원(KISTI) 서울분원 대회의실(별관 3층)
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  • P-ISSN1738-3110
  • E-ISSN2093-7717
  • SCOPUS, ESCI

ISSN : 1738-3110

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Vol.18 No.1

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The Perceived-experiential Value and Service Quality of Auto Maintenance and Repair Service

The Perceived-experiential Value and Service Quality of Auto Maintenance and Repair Service

The Journal of Distribution Science(JDS) / The Journal of Distribution Science, (P)1738-3110; (E)2093-7717
2020, v.18 no.1, pp.59-69
https://doi.org/https://doi.org/10.15722/jds.18.1.202001.59
HONG, Jin-Pyo (Seoul Business School, aSSIST)
KIM, Bo-Young (Seoul Business School, aSSIST)
OH, Sung-Ho (Seoul Business School, aSSIST)
HONG, Jin-Pyo, KIM, Bo-Young, & OH, Sung-Ho. (2020). The Perceived-experiential Value and Service Quality of Auto Maintenance and Repair Service. The Journal of Distribution Science(JDS), 18(1), 59-69, https://doi.org/https://doi.org/10.15722/jds.18.1.202001.59

Abstract

Purpose: This study aims to examine such relationships as the experiential value that customers respond to with regard to maintenance service by empirically revealing how the quality of auto maintenance and repair service affects both customer satisfaction and intention to reuse the same service through the Perceived-experiential Value of customers. Research design, data and methodology: The research model was designed with service qualities such as human quality, material quality, interaction quality, and system quality as independent variables, perceived-experiential value as a parameter, and service satisfaction and return visit intention as dependent variables. Through a questionnaire composed of 24 items, a total of 319 survey data from customers with the experience of using car maintenance service centers in Korea were collected and analyzed using a structural equation. Results: The material quality did not affect the customers' perceived-experiential value, whereas the interaction quality had the greatest influence. It is confirmed that human quality, interaction quality, and system quality can generate customer satisfaction and repurchase intention through the perceived-experiential value. Conclusions: The experiential value of customers can play an important medium role in improving satisfaction, with customers considering interaction quality important. Therefore, the auto maintenance and repair service should consider relationship-focused service strategies.

keywords
Auto Maintenance and Repair Service, Service Qaulity, Perceived-experiential Value, Return Visit Intention, Distribution Service

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