Leveraging Driver Satisfaction through Driving Quality Improvement: A Case Study of Multi Purposes Vehicle Using Structural Wquation Modelling

Research output: Contribution to conferencePaperpeer-review

Abstract

Customer satisfaction program of product becomes an important goal at most of manufacturers and needs various effort to make the goal successfully achieved. Previous research and experience proved that product quality was very important aspect but need deeper elaboration of any other cause of satisfaction. A case study of multi purposes vehicle (MPV) and its driver using Structural Equation Modelling with Lisrel software and Anova analysis prepared for this work. Data collecting with questionnaires from 516 car drivers in Jakarta, Bogor, Depok, Tangerang and Bekasi conducted to uncover role of driver related to their post purchase satisfaction of vehicle. Steps of analysis designed to clarify the relationship betweenn quality of vehicle, driving satisfaction and role of driving quality in between. This study found that driving quality moderated the relationship between variables. Lower quality of driving will reduce driving satisfaction even if the quality of vehicle was genuine. A moderating variable role reveal new paradigm in satisfying customer and improving competitive advantage of vehicle manufacturers.
Original languageEnglish
Publication statusPublished - 2017
Event4th international Conference on Mechanical, Electronics and Computer Engineering (CMECE 2017) - KH, Phnom Penh, Cambodia
Duration: 1 Jan 2017 → …

Conference

Conference4th international Conference on Mechanical, Electronics and Computer Engineering (CMECE 2017)
CountryCambodia
CityPhnom Penh
Period1/01/17 → …

Keywords

  • driving quality, driving satisfaction, moderating variable, automobile, structural equation modelling.

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