Service quality, customer satisfaction and loyalty in automobile repair services sector

  • Ernest Emeka Izogo, Ike-Elechi Ogba
  • International Journal of Quality & Reliability Management, March 2015, Emerald
  • DOI: 10.1108/ijqrm-05-2013-0075

Consequences of service quality

What is it about?

The paper conceptualised and measured the adapted version of the SERVQUAL scale in the Nigerian automative repair context. The links between the dimensions of service quality and customer satisfaction and loyalty was also examined.

Why is it important?

Whereas plenty of research evidence abound in Western contexts, the SERVQUAL scale lack substantive research in the West African context. Since cultural discrepancies can cause the behaviour of marketing constructs to vary across contexts, exploring the usefulness of the SERVQUAL in a unique West African country clearly became a useful way of adding to the knowledge repository on the theme.

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The following have contributed to this page: Dr Ernest Emeka Izogo