Quality of service in the delivery of vehicles in automotive distributors General Motors in México
DOI:
https://doi.org/10.18041/1900-0642/criteriolibre.2022v20n36.8690Keywords:
Servqual, quality, automotive, transportationAbstract
Service quality is the result of a set of competitive actions and strategies that allow companies to differentiate themselves or improve the way they offer a service to the consumer. However, in the automotive industry, Mexican distributors or agencies that also belong to the same sector should be considered clients that are located in different parts of the country, so in this study two purposes were considered: the first is the general analysis of the quality of service in the delivery of new vehicles from car dealers in Hidalgo, San Luis Potosí and Aguascalientes in Mexico belonging to General Motors. The second is to analyze the quality of service of General Motors distributors, as service providers in the delivery of new vehicles in Hidalgo, Mexico, from the perspective of carriers. To solve the proposed purposes, a qualitative approach was obtained were two surveys based on the Servqual Model were applied to 21 people, in addition to making open questions addressed to carriers. The results showed that there are discrepancies between perceptions and expectations in the five dimensions, however, the dimensions furthest away in meeting expectations among companies were tangible elements, responsiveness, reliability, and security. In addition, the application of the Sevqual Model in the logistics transport service in the Latin American context should be reviewed and deepened
Downloads
References
AMIA(2018). Diálogo con la industria automotriz 2018-2024. AMIA; AMDA; ANPCT; INA. Recuperado de https://www.amda.mx/wp-content/uploads/asociaciones_2018-2024_180724.pdf
Balinado, J. R.; Prasetyo, Y. T.; Young, M. N.; Persada, S. F.; Miraja, B. A., & Perwira Redi, A. A. N. (2021). The effect of service quality on customer satisfaction in an automotive after-sales service. Journal of Open Innovation: Technology, Market, and Complexity, 7(2). 116 https://doi.org/10.3390/joitmc7020116
Barranco Expósito, C.; Cáceres Rodríguez, C.; Cívicos Juárez, A.; Díaz Vilela, L. F.; Hernández Hernández, M., & Puyol Lerga, B. (2002). Estudio sobre la Calidad del Servicio percibida en los Centros Ocupacionales de la Provincia de Santa Cruz Tenerife.
Bernal, C. A. T. (2010). Metodología de la investigación. (3ª edición). Pearson. Colombia. Disponible en: https://abacoenred.com/wp-content/uploads/2019/02/El-proyecto-de-investigaci%C3%B3n-F.G.-Arias-2012-pdf.pdf
Bustamante, M.; Zerda, E.; Obando, F., & Tello, M. (2019). Fundamentos de la Calidad de Servicio, el Modelo Servqual. Revista Empresarial, 13(2), 1-15. DOI: https://doi.org/10.23878/empr.v13i2.159
Calatayud, A., y Montes, L. (2021). Logística en América Latina y el Caribe: Oportunidades, desafíos y líneas de acción. En Logística en América Latina y el Caribe: Oportunidades, desafíos y líneas de acción. Banco Interamericano de Desarrollo. https://doi.org/10.18235/0003278
Chen, Y.; Lelescu, A., & Spohrer, J. (2008). Three factors to sustainable service system excellence: A case study of service systems. Proceedings - 2008 IEEE International Conference on Services Computing, SCC 2008, 2, 119-126. https://doi.org/10.1109/SCC.2008.28
Duque Oliva, E. J. (2005). Revisión del concepto de calidad del servicio y sus modelos de medición. INNOVAR. Revista de Ciencias Administrativas y Sociales, 15(25), 64-80. https://www.redalyc.org/pdf/818/81802505.pdf
Echeverría Ríos, O. M., y Medina-Quintero, J. M. (2016). Imagen de marca en la percepción de la calidad del consumidor de los vehículos compactos. Investigación Administrativa, 45(117), 7-22. http://www.scielo.org.mx/scielo.php?script=sci_arttext&pid=S2448-76782016000100001
Echeverría Ríos, O. M.; Naranjo García, F. E.; González García, E. A., y Sarmiento Alvarado, I. A. (2018). Factores de percepción de Imagen de Marca y Calidad en autos compactos. INVURNUS, 3(3), 9-14.
Feitosa, W. R.; Colona, S. F., & Kelch, R. dos S. (2017). A case study about the assessment of quality of services in a logistics company in the light of the SERVQUAL model. Independent Journal of Management & Production, 8(5), 641-658. https://doi.org/10.14807/ijmp.v8i5.592
Grönroos, C. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing, 18(4), 36-44. https://doi.org/10.1108/EUM0000000004784
Hernández Sampieri, R.; Fernández Collado, C., y Baptista Lucio, P. (2014). Metodología de la Investigación (Vol. 148). Mc Graw Hill.
Justavino-Castillo, M. E.; Gil-Saura, I., y Fuentes-Blasco, M. (2020). Efectos de la sostenibilidad y del valor logístico en las relaciones entre empresas de transporte marítimo. Estudios Gerenciales, 36(157), 377-390. https://doi.org/10.18046/j.estger.2020.157.3767
Kilibarda, M.; Andrejic, M., & Popovic, V. (2019). Research in Logistics Service Quality: a Systematic Literature Review. Transport, 35(2), 224-235. https://doi.org/10.3846/transport.2019.11388
Lopeza, E. Y. V. (2018). A Study on Service Quality Perception Using the SERVQUAL Model in the Port of Manzanillo, Mexico. Korea International Trade Research Institute, 14(3), 1-16. https://doi.org/10.16980/jitc.14.3.201806.1
Meidutė-Kavaliauskienė, I.; Vasilienė-Vasiliauskienė, V., & Vasilis-Vasiliauskas, A. (2020). Identification of sectoral logistics service quality gaps by applying servqual method. Transport, 35(4), 419-434. https://doi.org/10.3846/transport.2020.13879
Parasuraman, A.; Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41. https://doi.org/10.2307/1251430
Prentkovskis, O.; Erceg, Ž.; Stević, Ž.; Tanackov, I.; Vasiljević, M., & Gavranović, M. (2018). A new methodology for improving service quality measurement: Delphi-FUCOM-SERVQUAL model. Symmetry, 10(12). https://doi.org/10.3390/sym10120757
Stylidis, Konstantinos; Wickman, C., & Söderberg, R. (2015). Defining perceived quality in the automotive industry: An engineering approach. Procedia CIRP, 36, 165-170. https://doi.org/10.1016/j.procir.2015.01.076
Stylidis, Kostas (2019). Perceived Quality of Cars A Novel Framework and Evaluation Methodology. Doctor of Philosophy. Gothenburg, Sweden: Division of Product Development; Department of Industrial and Materials Science; Chalmers University of Technology. https://research.chalmers.se/en/publication/514275
Stylidis, Kostas; Bursac, N.; Heitger, N.; Wickman, C.; Albers, A., & Söderberg, R. (2019). Perceived quality framework in product generation engineering: an automotive industry example. Design Science, 5, 1-12. https://doi.org/10.1017/dsj.2019.8
Stylidis, Kostas; Wickman, C., & Söderberg, R. (2020). Perceived quality of products: a framework and attributes ranking method. Journal of Engineering Design, 31(1), 37-67. https://doi.org/10.1080/09544828.2019.1669769
Torres, C.; Araya, D., y Callegari Malta, N. (2021). Integración de enfoques de calidad para mejorar las prácticas de gestión en un servicio técnico automotriz. Universidad Ciencia y Tecnología, 25(108), 47-56. https://doi.org/10.47460/uct.v25i108.430
Uvet, H. (2020). Importance of logistics service quality in customer satisfaction: An empirical study. Operations and Supply Chain Management, 13(1), 1-10. https://doi.org/10.31387/OSCM0400248
Valenzo-Jiménez, M. A.; Lázaro-López, D. A., & Martínez-Arroyo, J. A. (2019). Application of the SERVQUAL model to evaluate the quality in the transportation service in Morelia, Mexico. DYNA (Colombia), 86(211), 64-74. https://doi.org/10.15446/dyna.v86n211.78368
Wetzel, P., & Hofmann, E. (2020). Toward a Multi-Sided Model of Service Quality for Logistics Service Providers. Administrative Sciences, 10(4), 79. https://doi.org/10.3390/admsci10040079
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(3), 2-22. https://doi.org/10.2307/1251446
Downloads
Published
Versions
- 2022-09-05 (3)
- 2022-06-30 (2)
- 2022-06-30 (1)
Issue
Section
License
Copyright (c) 2022 Criterio Libre
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
