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.
International Journal of Services, Economics and Management, 2008 Vol.1 No.2, pp.196 - 207
Published online: 17 Jul 2008 *Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article