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http://dx.doi.org/10.14400/JDC.2014.12.12.151

A Study on the Impact of Satisfaction Level with Automobile Service Quality on Word-of-mouth intention  

Moon, Chang-Sun (Dept. of Convergence Engineering, Graduate School of Venture, Hoseo University)
Yang, Hae-Sool (Dept. of Information Management, Graduate School of Venture, Hoseo University)
Publication Information
Journal of Digital Convergence / v.12, no.12, 2014 , pp. 151-160 More about this Journal
Abstract
In terms of service quality evaluation, consumers think that the product they have bought is of good quality only when they are provided with satisfactory service. The purpose of this study was to examine the influence of service quality on customer satisfaction, repurchase intention and word-of-mouth intention in the automobile service industry and the possible mediating effects of Parameters by obtaining empirical data. A survey was conducted to gather data, and the collected data were analyzed by a statistical package SPSS. As a result, it's ascertained that the quality of service was one of integral factors for customer behavioral intention, and Parameters turned out to have strong mediating effects on the quality of service and customer behavioral intention as well.
Keywords
Service quality; Customer Satisfaction; Of repurchase; Of oral; Satisfaction;
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