TY - JOUR
T1 - Do warranties influence perceptions of service quality? A study of the automobile repair and service industry
AU - Andaleeb, Syed Saad
AU - Basu, Amiya K.
PY - 1998/4
Y1 - 1998/4
N2 - The relationship between customers' overall evaluation of service quality and five factors -perceived fairness, empathy, responsiveness, reliability, and convenience - was examined in the automobile repair and service industry. Specifically, the study explored whether a warranty influenced the evaluation of service quality. A survey was conducted. The findings indicate that the empathy demonstrated by the service provider was important only when the service was not under warranty. Fairness and reliability were found to be important when there was no warranty and their effects were heightened by the presence of warranty. The influence of responsiveness and convenience were significant and remained the same with or without warranty.
AB - The relationship between customers' overall evaluation of service quality and five factors -perceived fairness, empathy, responsiveness, reliability, and convenience - was examined in the automobile repair and service industry. Specifically, the study explored whether a warranty influenced the evaluation of service quality. A survey was conducted. The findings indicate that the empathy demonstrated by the service provider was important only when the service was not under warranty. Fairness and reliability were found to be important when there was no warranty and their effects were heightened by the presence of warranty. The influence of responsiveness and convenience were significant and remained the same with or without warranty.
KW - Customer satisfaction
KW - SERVQUAL
KW - Service quality evaluation
UR - http://www.scopus.com/inward/record.url?scp=0042261863&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=0042261863&partnerID=8YFLogxK
U2 - 10.1016/s0969-6989(97)00072-6
DO - 10.1016/s0969-6989(97)00072-6
M3 - Article
AN - SCOPUS:0042261863
SN - 0969-6989
VL - 5
SP - 87
EP - 91
JO - Journal of Retailing and Consumer Services
JF - Journal of Retailing and Consumer Services
IS - 2
ER -