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http://dx.doi.org/10.14400/JDC.2018.16.7.189

The Effects of Service Quality on Customer's Loyalty in Automotive Parts Distribution Industry  

Hong, Seong-Joon (Graduate School of Venture, Hoseo University)
Dong, Hak-Lim (Graduate School of Venture, Hoseo University)
Publication Information
Journal of Digital Convergence / v.16, no.7, 2018 , pp. 189-198 More about this Journal
Abstract
Automotive parts distribution industry focused on increasing sales by product quality until early 2010, but as competition has recently intensified, each company has become interested in core values such as customer satisfaction, trust and loyalty. Therefore, effect of customer-oriented service mindset should be analyzed for the relationship between service quality and customer satisfaction, trust, and loyalty in this industry. For this, a questionnaire survey was conducted for 342 distributors. Structural equation models were analyzed using AMOS 23.0. Empirical results show service quality has positive effects on customer loyalty, and customer satisfaction and trust mediate between service quality and customer loyalty. The service quality became a key factor to elicit customer satisfaction, trust and loyalty. Following studies, it is expected to enhance service quality focusing on extending region coverages.
Keywords
Service Quality; Customer Satisfaction; Customer Reliability; Customer Loyalty; Automotive Parts Distribution Industry;
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