Profit and service quality in selected motor retailers for servicing of passenger vehicles.

摘要

In this research the link between a measure of profit and service quality was investigated. Theudservice quality was measured through two models: SERVQUAL and SERVPERF. SERVQUALudmeasured the service quality through the expectations the interviewees had, of the service toudcome, and their perceptions of the service received. SERVPERF measured service quality byudmeans of the perceptions of the interviewees. Both models were completed by the customersudand employees of the dealership. At the same time the results gathered from the SERVPERFuddata were then compared to the findings measured in the industry. The latter included theudSynovate Quality Awards and the J.D. Power and Associates Customer Satisfaction Index (CSI)udStudySM. Only SERVPERF was used in this comparison as it measured perceptions similar toudthose of Synovate and J.D. Power and Associates. The effect on service quality due to the type ofudemployment within which the customers are involved, was also investigated during thisudresearch. Finally the results of the SERVQUAL and SERVPERF models were evaluated with audseries of statistical tests and comparisons.udThe results of this research, indicated that neither SERVQUAL nor SERVPERF had a positiveudrelationship with a measure of profit measured “today” and therefore no correlations could beudmade. Also concluded from this research was the fact that no difference between the way inudwhich the SERVQUAL and SERPVERF models measured service quality was found. This,udtherefore, did not allow one to choose a superior model for the measurement of service quality.udFinally, it was recommended that this type of research continue but the effect of service qualityudmeasured “today” and its effect on a measure of profit for “tomorrow” be investigated.