Service quality and customer satisfaction. The case of light vehicle maintenance

Keywords: Service; quality; servqual model; maintenance; vehicles; dealerships.

Abstract

The quality of vehicle service and maintenance presented problems such as lack of updated tools, shortage of supplies and spare parts, distrust, lack of qualified personnel and poor installation conditions in automotive mechanical workshops. For this reason, the objective of the research is to analyze the factors that influence the quality of light vehicle maintenance service and customer satisfaction in the city of Ambato. A survey was applied to 381 people in the city of Ambato and exploratory factorial statistical analysis was applied. As a result, five main components were revealed: loyalty/satisfaction, empathy, tangibles, sensitivity, and trust. However, it is important to improve understanding of customer needs, satisfaction, personalized attention, courtesy, friendliness, and the agreed vehicle repair time. For this reason, it is essential to offer the greatest possible attention with a friendly attitude towards customer complaints and needs.

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Author Biographies

Joselyn Estefania Bimboza Masaquiza, Universidad Técnica de Ambato - Ecuador

Egresada de la Facultad de Ciencias Administrativas, carrera Marketing y Gestión de Negocios de la Universidad Técnica de Ambato.

Lisbeth Alexandra Cárdenas Mora, Universidad Técnica de Ambato - Ecuador

Egresado de la Facultad de Ciencias Administrativas, carrera Marketing y Gestión de Negocios de la Universidad Técnica de Ambato

Marcelo Javier Mancheno Saá, Universidad Técnica de Ambato - Ecuador

Doctorando En Administración De Empresas En Periodo De Realización De Tesis Uca.

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Published
2023-03-31
How to Cite
Bimboza Masaquiza, J. E., Cárdenas Mora, L. A., & Mancheno Saá, M. J. (2023). Service quality and customer satisfaction. The case of light vehicle maintenance. Religación, 8(35), e2301019. https://doi.org/10.46652/rgn.v8i35.1019
Section
General Section