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n South African Journal of Business Management - Importance-performance analysis : a comparative study of motor repair service customers

Volume 17 Number 4
  • ISSN : 2078-5585

Abstract

At least two American studies have found that a high percentage of new car owners do not return to the dealership they purchased their vehicle from for servicing/ repairs after the initial warranty had expired. Patronage seems to have shifted to the so-called independent workshops. It appears as if the same trend prevails in South Africa and should be a source of concern to vehicle manufacturers. The study described in this article attempted to identify possible reasons for this shift in patronage and also to establish whether market requirements in general are being satisfied by these institutions. The results obtained indicate that independent workshops perform certain attributes of a motor repair service that are important to consumers markedly better than franchised dealerships do. It was further established that neither institution currently fully satisfies market requirements.

Ten minste twee Amerikaanse studies het bevind dat 'n hoe persentasie van nuwe voertuigeienaars nie na die agentskap waar hulle hul voertuig aanvanklik gekoop het terugkeer vir herstelĀ· en versieningsdienste nadat die waarborgperiode op die voertuig verstryk het nie. Ondersteuning verskuif skynbaar na die sogenaamde onafhanklike diensstasie. Die verrnoede bestaan dat dieselfde neiging ook in Suid-Afrika voorkom en behoort 'n bron van kommer vir motorvervaardigers te wees. Die ondersoek waarvan hierdie artlkel verslag lewer was gemik daarop om moontlike redes vir die verskuiwing te identifiseer en ook om te bepaal of beide instellings tans daarin slaag om markbehoeftes te bevredlg. Die verkree resultate dui daarop dat onafhanklike diensstasies sekere aspekte van 'n motorhersteldiens wat vir verbruikers belangrik is merkbaar beter verrig as agentskaphouers. Verder is bevind dat nie een van die instellings tans werklik daarin slaag om markbehoeftes te bevredig nie.

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/content/journal/10520/EJC-64d677ef0
1986-12-01
2019-05-21

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