An Empirical Study of After-sales Service Relationship in China's Auto Industry

摘要

This research analyzed the current situation and future development trend in auto after-sales service industry. Then based on the five dimensions of service quality (fairness, empathy, reliability, responsiveness and convenience), three dimensions of relationship quality (satisfaction, trust and commitment), constructs a structural equation model to assess the relationship among service quality, relationship quality and relationship value. Researched on the samples from 327 customers in auto after-sales service industry, we found that fairness, empathy, reliability and convenience have significant positive impact on satisfaction, but responsiveness has no significant positive impact on satisfaction; at the same time satisfaction has a significant positive impact on trust, and trust has a significant positive impact on commitment. We also found satisfaction and commitment both have significant positive impact on relationship vale, but trust cannot influence relationship value directly.