Influencing Factors of Automobile Repairing Shop Repurchase:A Comparison of Transaction Cost Theory and SERVQUAL
| Autor: | Chung-I Lin, 林忠毅 |
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| Rok vydání: | 2008 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 96 There have been increased disputes on the comsumptions of Taiwanese automobile repairing that are caused by the black-box operating models of most automobile repair shops. The purpose of this study was to assess the relationship of customer transaction costs and the repurchased rate of auto repairing shops. In addition, due to SERVQUAL (service quality) of PZB (1988) is a popular framework for explaining repurchase, this study also examed and compare its applibilicity with transaction cost theory. Firstly, five elements SERVQUAL of PZB (1988), that is, reliability, responsivness, assurance, empathy, and tangibles, was used in this study. The gap between customer’s experiences and expectations was calculated to predicted the repurchase rate. Secondly, 4 costs devired from transaction cost theory, that is, the overt cost per utility, information serch cost, moral hazard cost,customer hold up cost, was measured and to predict their relationships with repurchase rate. Sample of this study were sedan owners or drivers based on convenient sampling, and research hypotheses were examined by linear regression. Major results were: Firstly, for SERVQUAL, reliability, responsiveness, assurance, and empathy were found to have significant impacts on customer satisfaction, and satisfaction have a significant positive impact on the repurchased rate. Secondly, for 4Cs, customer‘s overt cost per utility, information serch cost, moral hazard cost and hold up cost all have signicifcant influences on repurchased rate. That is, both transaction cost theory and SERVQUAL can be used as a tool to predict customer’s repurchased rate. However, this research indicated that transaction cost theory was a better measurement to discuss the influences of customer’s auto repurchase rate than SERVQUAL, based on the concerns of difficulty of module analysis and ability of result interpretation. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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