Empirical Assessment of AutoSERVQUAL Scale in Turkey

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  In this book, we aim to assess AutoSERVQUAL (Gencer & Akkucuk, 2017) in the Turkish automobile aftersales customers empirically. We first include a brief explanation about the automobile sector in Turkey, which examines automobile sales, automobile service and spare parts issues separately. Then, the survey and the sample are explained in detail. The research results are given on the next chapter which includes item and brand based detailed results, reliability and validity analysis of the scale, exploratory factor analysis and confirmatory factor analysis. Lastly, conclusion and further discussions are also included in this part of the study.
  The survey of this study include the data of 30 brands from Turkey automobile aftersales market, which capture more than 97% of Turkish automobile aftersales industry. As previously reported by Gencer and Akkucuk (2017) the updated AutoSERVQUAL includes 28 questions. The average values of each question are calculated for each brand and we will explain the highest and the lowest score for each question in the related section.
  Like many other industries, in automobile aftersales business the competition level is very high, so these results will feed the related parties to evaluate and progress their performance in their weak points according to their own customers who visited their aftersales service stations...