Title: Perceived service quality and patronage behaviour in the auto-repair industry

Authors: Andreas Andronikidis, Victoria Bellou, Chris Vasiliadis

Addresses: University of Macedonia, 156 Egnatia St., Thessaloniki 54006, Greece. ' University of Macedonia, 156 Egnatia St., Thessaloniki 54006, Greece. ' University of Macedonia, 156 Egnatia St., Thessaloniki 54006, Greece

Abstract: This research investigated the dealer patronage behaviour relationship to perceived quality dimensions. A total of 831 questionnaires were personally administered to customers of nine auto-repair companies in Greece. Factor analysis revealed three dimensions, namely, holistic customer consideration, infrastructure, and personalised support as the most important drivers to customers| service quality. Analysis of variance, examining the relationship between perceptions of service quality and patronage behaviour (a loyalty indicator), showed that there is significant relationship only with personalised support. The implications of these findings for managers are also discussed.

Keywords: service quality; patronage behaviour; auto-repair industry; Greece; dealer patronage; services; automotive repairs.

DOI: 10.1504/IJSEM.2008.019626

International Journal of Services, Economics and Management, 2008 Vol.1 No.2, pp.196 - 207

Published online: 17 Jul 2008 *

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