Customer Perceptions of Mediating Role of Ownership Cost in Garvin's Dimensions of Quality
Customer Perceptions of Mediating Role of Ownership Cost in Garvin's Dimensions of Quality
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加文中客户对所有权成本中介作用的看法
DOI：
10.11221/jima.69.95
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发表时间：
2018
影响因子：
--
通讯作者：
Shane J. SCHVANEVELDT and Mitsuki MASUDA
中科院分区：
文献类型：
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作者：
Erialdi SYAHRIAL;Hideo SUZUKI;Shane J. SCHVANEVELDT and Mitsuki MASUDA
本文结合Garvin质量维度，从维修、服务和维修三个维度考察了拥有成本对汽车消费者视角的影响。采用定量调查方法，并采用探索性因子分析（EFA）和验证性因子分析（CFA）对结果进行分析。两项分析均在日本进行，使用不同的样本量（EFA为n= 300， CFA为n= 668）。采用结构方程模型（SEM）对概念模型中产品质量、拥有成本、顾客满意度和顾客忠诚度六个不同维度的各构元之间的关系进行了检验。从结构模型来看，12个假设中有9个得到了支持，并且拥有成本因素在提高顾客忠诚度方面发挥了显著作用。除了对这一新的概念模型进行实证检验外，本研究还讨论了与研究结果相对应的管理含义。
In relation to Garvin’s dimensions of quality, this paper investigates the influence of ownership cost on automobiles customers’ perspective through maintenance, service and repair. A quantitative survey approach was applied and the results were analyzed using Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA). Both analyses were conducted in Japan using different sets of sample sizes (n= 300 for EFA and n= 668 for CFA). Structural Equation Modeling (SEM) was employed for examining the relationships between various constructs in the conceptual model, including six different dimensions of product quality, ownership cost, customer satisfaction, and customer loyalty. From the structural model, nine out of twelve hypotheses were supported, and the ownership cost factor was revealed as playing a significant role in enhancing customer loyalty. In addition to empirically examining this new conceptual model, this research discusses the managerial implications corresponding to the research outcomes.