A mediated model of relationship quality factors affecting behavioural intention at a luxury motor vehicle dealership

Abstract

PURPOSE : The aim of this study is to determine whether customer satisfaction, trust and commitment as relationship quality factors can be valuable to a luxury motor vehicle dealership in generating favourable behavioural intentions concerning post-purchase service and repair offerings. DESIGN / METHODOLOGY / APPROACH : A descriptive research design was followed, and self-administered questionnaires were fielded among customers of the luxury motor vehicle dealership. A total of 301 questionnaires were returned and the interrelationships between the constructs were examined using structural equation modelling. FINDINGS : It was discovered that customers who trust the dealership may be more committed, and commitment may strengthen the relationship between customer satisfaction and a favourable behavioural intention towards the dealership. REASEARCH LIMITATIONS / IMPLICATIONS : The findings of the study add to the developing body of empirical literature on relationship quality and behavioural intention. PRACTICAL IMPLICATIONS : The study indicates how relationship quality factors can influence behavioural intentions of customers, assist in building long-term relationships with customers and retain current customers where post-purchase service and repairs of luxury goods are concerned. ORIGINALITY / VALUE : The study provides an emerging market perspective of the interrelationships between relationship quality factors affecting behavioural intention regarding service and repairs of luxury goods.