TY - GEN
T1 - Between Vehicle Quality and Driving Satisfaction
T2 - 5th IEEE International Conference on Engineering Technologies and Applied Sciences, ICETAS 2018
AU - Gabriel, Djoko Sihono
AU - Habiburrahman, Muhammad
AU - Nurcahyo, Rahmat
N1 - Publisher Copyright:
© 2018 IEEE.
PY - 2018/7/2
Y1 - 2018/7/2
N2 - Quality improvement of a product becomes an important program, but if the products quality achieved at the highest level of criteria, will the customers always satisfy? Previous research and experience proved that statement but need deeper elaboration why not all of the users are satisfied by genuine quality of products. A case study of multi-purposes van (MPV) automobile and its user using Structural Equation Modelling with Partial Least Square (PLS-SEM) and Smart-PLS software supported the proposition of this work. In-depth data collecting with questionnaires from 516 car drivers conducted to reveal the role of users related to their post-purchase satisfaction. This research concluded that driving quality of MPV drivers intervened the relationship between variables. Lower quality of driving will reduce driving satisfaction whether the quality of MPV was excellent. Otherwise, high quality of driving will not only enhance the satisfaction but also leverage the effect of other variables to driving satisfaction. The intervening variable role will give a new approach in developing and maintaining driving satisfaction. A new approach to customer satisfaction improvement proposed and valuable programs of MPV producers with a new paradigm will improve manufacturer competitive advantage.
AB - Quality improvement of a product becomes an important program, but if the products quality achieved at the highest level of criteria, will the customers always satisfy? Previous research and experience proved that statement but need deeper elaboration why not all of the users are satisfied by genuine quality of products. A case study of multi-purposes van (MPV) automobile and its user using Structural Equation Modelling with Partial Least Square (PLS-SEM) and Smart-PLS software supported the proposition of this work. In-depth data collecting with questionnaires from 516 car drivers conducted to reveal the role of users related to their post-purchase satisfaction. This research concluded that driving quality of MPV drivers intervened the relationship between variables. Lower quality of driving will reduce driving satisfaction whether the quality of MPV was excellent. Otherwise, high quality of driving will not only enhance the satisfaction but also leverage the effect of other variables to driving satisfaction. The intervening variable role will give a new approach in developing and maintaining driving satisfaction. A new approach to customer satisfaction improvement proposed and valuable programs of MPV producers with a new paradigm will improve manufacturer competitive advantage.
KW - PLS-SEM
KW - driving quality
KW - driving satisfaction
KW - intervening variable
KW - multi purposes van
UR - http://www.scopus.com/inward/record.url?scp=85062891672&partnerID=8YFLogxK
U2 - 10.1109/ICETAS.2018.8629250
DO - 10.1109/ICETAS.2018.8629250
M3 - Conference contribution
AN - SCOPUS:85062891672
T3 - 2018 IEEE 5th International Conference on Engineering Technologies and Applied Sciences, ICETAS 2018
BT - 2018 IEEE 5th International Conference on Engineering Technologies and Applied Sciences, ICETAS 2018
PB - Institute of Electrical and Electronics Engineers Inc.
Y2 - 22 November 2018 through 23 November 2018
ER -