Value-added path of service-oriented manufacturing based on structural equation model: the case of electric car rental for instance

Rui Miao · Kai Zhang · Boxiao Chen · Zhibin Jiang · Liya Wang

23 citations0/0 files storedInternational Journal of Production Research

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Service and Product Innovation Customer Service Quality and Loyalty Electric Vehicles and Infrastructure

Abstract

Electric cars foreshadow the future direction of the automotive industry owing to its great potential for environment protection. Electric car rental may be an effective mode to popularise the electric car, before the cost of the electric car can be reduced substantially. To provide the electric car rental service well, the company must understand how consumers value renting an electric car and what they consider to be value-added, which is the main objective of the research. First, the concepts of customer participation (CP), service quality (SERVQUAL) and customer value (CV) are identified. Then, the value-added path structural equation is constructed by exploratory factor analysis and confirmatory factor analysis. Use path coefficient and standard factor loading to identify the value-added paths and key factors in the electric car rental. The results show that CP will improve customer satisfaction and the post-purchase intentions, through the improvements of SERVQUAL and CV and thus realising the added...

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References

1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 2001Consumer perceived value: The development of a multiple item scale 2004The Delphi method as a research tool: an example, design considerations and applications 2000Service Management and Marketing: A Customer Relationship Management Approach 2002Clarifying the concept of product–service system 2004Customer perceived value, satisfaction, and loyalty: The role of switching costs 2003Psychological Implications of Customer Participation in Co-Production 2013The International Journal of Production Research

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