A study on the effects of service convenience and service quality on maintenance revisit intentions

After-sale service now goes beyond a mere value-added benefit to a revenue generating activity for return business. This study looks into service convenience and service quality for their effect on return intention. The original dimensionality of service quality is partly confirmed, but the identified dimensions had a varying effect on future return intention. Such relation remains near stable even if service convenience is used as a moderator. Reliability had the largest effect on return intention, followed by empathy and tangibles. Our work offers additional contextual application of SERVQUAL to service centers. Further managerial implications are discussed.

► Findings offer vendors the non-price areas to improve for customer retention.
► Professionalism and convenience dimensions can be used for the price competition.
► Service convenience/quality are influential to return for maintenance.