We then present the data analysis and the main findings from the work.
They found out that service attributes that determine customer choice of a car maintenance are the ones consumers simultaneously consider important and perceive differences in performance between the service providers.
Studies have found that service quality determines customer satisfaction and affects customer loyalty through satisfaction Cronin and Taylor, ; Rust and Oliver, The customer satisfaction construct was operationalized using a differential scale similar to other affective interpretations of customer satisfaction Oliver, ; Spreng et al.
In total, questionnaires were received, representing a response rate of The contribution of this paper is to propose two satisfaction levels of CSI models for analyzing customer satisfaction and loyalty, thereby helping tourism factory managers improve customer satisfaction effectively.
Customer satisfaction — The customer satisfaction construct was operationalized using a differential scale similar to other affective interpretations of customer satisfaction Oliver, ; Spreng et al.
This R2 is a very important indicator of the portion of the variance of the endogenous variables, customer satisfaction, and loyalty which is explained by the structural model.
The f2, the effect size, is the change in R2 values when a specified exogenous construct is omitted from the model Cohen, Discriminant validity was established using two techniques, namely, cross-loadings and Fornell-Larcker criterion.
The third objective of this study is to understand the impact the five dimensions of quality on the loyalty of customers of auto mechanics who provide services to car owners.