Abstract:
This paper describes the limitations of current quality tracking measurements and reporting in effectively differentiating vehicle quality using a tally of incidence of Things Gone Wrong (TGW). The authors propose a new framework for measuring and tracking quality that incorporates the differing impact of various TGW on customer perceptions of quality. Using results from an empirical analysis of Quality Tracking data, this paper demonstrates that the proposed metric will not only provide a more accurate differentiation of customer perceptions of vehicle quality across different vehicle lines/manufacturers, but also correlate more strongly with vehicle repurchase intention. The authors contend that a customer-based definition of quality should go beyond TGW incidence and encompass a more comprehensive definition involving multiple dimensions of product attributes. The paper illustrates that this expanded definition of quality provides a greater understanding of overall customer satisfaction and attitudinal loyalty.
This could also be of interest:
Research Papers
The mismeasure of satisfaction
Catalogue: International Automotive Marketing Conference 1994
Author: Murlidhar Rao
 
June 15, 1994
Research Papers
Sales performance improvement at point of sale
Catalogue: Seminar 1993: Maximising Retail Sales In Recession
Author: Bertrand Venard
 
June 15, 1993
Research Papers
The Internet of Things
Catalogue: Big Data World 2016: Understanding People Through Smart Data
Author: Miguel Ramos
Company: Forsta
November 18, 2016
