Between Vehicle Quality and Driving Satisfaction: Driving Quality as An Intervening Variable

Djoko Sihono Gabriel, Muhammad Habiburrahman, Rahmat Nurcahyo

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

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.

Original languageEnglish
Title of host publication2018 IEEE 5th International Conference on Engineering Technologies and Applied Sciences, ICETAS 2018
PublisherInstitute of Electrical and Electronics Engineers Inc.
ISBN (Electronic)9781538679661
DOIs
Publication statusPublished - 28 Jan 2019
Event5th IEEE International Conference on Engineering Technologies and Applied Sciences, ICETAS 2018 - Bangkok, Thailand
Duration: 22 Nov 201823 Nov 2018

Publication series

Name2018 IEEE 5th International Conference on Engineering Technologies and Applied Sciences, ICETAS 2018

Conference

Conference5th IEEE International Conference on Engineering Technologies and Applied Sciences, ICETAS 2018
CountryThailand
CityBangkok
Period22/11/1823/11/18

Keywords

  • driving quality
  • driving satisfaction
  • intervening variable
  • multi purposes van
  • PLS-SEM

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