Impact of Technical Support on Customer Satisfaction | Zendy

Nataša Gajić | Zendy; Mehraz Boolaky | Zendy

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Impact of Technical Support on Customer Satisfaction

Author(s) -

Nataša Gajić,

Mehraz Boolaky

Publication year - 2015

Publication title -

sage open

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 0.357

H-Index - 32

ISSN - 2158-2440

DOI - 10.1177/2158244015611457

Subject(s) - customer satisfaction , service quality , dimension (graph theory) , exploratory factor analysis , automotive industry , marketing , product (mathematics) , sample (material) , business , exploratory research , data collection , quality (philosophy) , customer retention , service (business) , knowledge management , engineering , computer science , statistics , mathematics , philosophy , chemistry , geometry , epistemology , chromatography , aerospace engineering , sociology , anthropology , pure mathematics

Technical support through co-creation of value in automotive paintprocesses and activities is essential to the success of paint manufacturing companies.This study aimed to explore the impact of technical support on customer satisfactionthrough value-in-use in the automotive paint market. A quantitative questionnaire surveyinvolving a convenience sample of 169 respondents was used for data collection. Thequestionnaire design bore on the SERVPERF instrument with embedded value-in-useattributes. The data were analyzed by using SPSS 21 statistical methods exploratoryfactor analysis (EFA) and multiple regression analysis (MRA). The findings of this studyrevealed that the key value-in-use attributes were relationship quality (trust),knowledge required for providing help in getting maximum product benefits, sharing ofknowledge, and a range of product and service offerings that satisfy customer needs.Trust had the greatest impact on customer satisfaction. The results also revealed thatservice quality dimension assurance exerted the greatest positive impact on customersatisfaction

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