• 품질경영학회지
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• 제44권4호
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• pp.771-784
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• 2016

Purpose: The purpose of this study is to analyze the efficiency and productivity of the quality by integrating the product quality and service quality of global automobile brands from the customer's perspective. Methods: In this study, the data from JD Power and GoodCarBadCar.net were used to analyze the efficiency and productivity of a total of 24 automobile brands (10 luxury brands and 14 mainstream brands) between 2009 and 2013. For this, DEA (Data Envelopment Analysis) and MPI (Malmquist Productivity Index) were used. Results: The mean efficiency of the quality of global automobile brands were 0.725 for luxury brands and 0.587 for mainstream brands, which suggests generally higher efficiency for luxury brands. The productivity of the quality of global automobile brands increased by 16.1% for luxury brands while it decreased by 3.1% for mainstream brands. Conclusion: The study provides a theoretical implication in that it emphasized the efficiency of the quality viewed from the customer's perspective, and investigated the quality of the product and that of service in an integrative manner. In addition, this study provides also a practical implication in that it suggests how to set the sales goal by the brand and how to manage according to the characteristics of the brand to the managers of automobile manufacturers.