| Summary: | 碩士 === 國立中正大學 === 企業管理學系碩士在職專班 === 105 === In today’s society, car maintenance has increased the standard of living for most people. The maintenance service has become important role in the car service market. The auto repair shop improvements in maintenance skills are not sufficient for customer perspective. When customers choose an auto repair shop, they are willing to go to a shop with overall customer service. Thus, auto repair shop should know customer demand and critical factors of customer choices for auto repair shop.
It is found that current academic studies with service quality of auto repair shop mostly focus on customer relationship management, customer willingness to buy, customer loyalty determinants. While the factors for customer choice a repair shop are less mentioned, therefore, the study expects to discussion on factors in choosing an auto repair shop.
The purpose of the study is to focus not only on customer perspective, but also on auto repair shop and academic expert’s point of view. Also, one of critical point on this study is use method of Analytic Hierarchy Process (AHP) to design the questionnaires and software tool of EXPERT Choice 2000 to analysis the eighty valid questionnaires. Then, the study applied the questionnaires to measure the weights and orders of essential characteristics of service quality. According the analysis result, the key service factors for customer choices auto repair shops are service details explaining, price, questions responding, waiting time, and professional knowledge and skills. Therefore, the result provides a business strategy for business owner who can improve service quality for customer.
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