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Method Supplied Investigation of Customer Loyalty in the Automotive Industry — Results of a Causal Analytical Study

  • Chapter
Customer Retention in the Automotive Industry

Abstract

In many markets the trend to better products, in the sense of customer utility, has effects on the measurement of quality. As the values of the consumers changed, instead of technical defects, the immaterial attrition of a product plays an important role for decreasing satisfaction and loyalty of the customers. The aim of this paper is uncover the relationships between customer satisfaction, brand loyalty and dealer loyalty. To test and quantify the relationships we conduct an empirical study in the automotive industry. For analyzing the data we used the LISREL approach.

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Authors
  1. Hans H. Bauer
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  2. Frank Huber
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  3. Felix Bräutigam
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Editor information

Editors and Affiliations

  1. National Quality Research Center, University of Michigan Business School, USA

    Michael D. Johnson (Professor of Marketing, Member of the Advisory Board) (Professor of Marketing, Member of the Advisory Board)

  2. CTcon, Management Consulting, Vallendar, Germany

    Michael D. Johnson (Professor of Marketing, Member of the Advisory Board) (Professor of Marketing, Member of the Advisory Board)

  3. University of Mainz, Germany

    Andreas Herrmann (Professor of Management, Member of the Advisory Board) (Professor of Management, Member of the Advisory Board)

  4. CTcon, Management Consulting, Vallendar, Germany

    Andreas Herrmann (Professor of Management, Member of the Advisory Board) (Professor of Management, Member of the Advisory Board)

  5. University of Mannheim, Germany

    Frank Huber Ph.D. (Student in Marketing at the chair of Professor Hans H. Bauer) (Student in Marketing at the chair of Professor Hans H. Bauer)

  6. Quality Technology and Management, University of Linköping, Sweden

    Anders Gustafsson (Associate Professor) (Associate Professor)

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© 1997 Betriebswirtschaftlicher Verlag Dr. Th. Gabler GmbH, Wiesbaden

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Bauer, H.H., Huber, F., Bräutigam, F. (1997). Method Supplied Investigation of Customer Loyalty in the Automotive Industry — Results of a Causal Analytical Study. In: Johnson, M.D., Herrmann, A., Huber, F., Gustafsson, A. (eds) Customer Retention in the Automotive Industry. Gabler Verlag. https://doi.org/10.1007/978-3-322-84509-2_8

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  • DOI: https://doi.org/10.1007/978-3-322-84509-2_8

  • Publisher Name: Gabler Verlag

  • Print ISBN: 978-3-322-84511-5

  • Online ISBN: 978-3-322-84509-2

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