Year: 2009
Type: article
Abstract: RENTQUAL: A new measurement scale for car rental servicesService quality perception is one of the key determinants of customer satisfaction and repeat purchase.As such, it has received considerable attention in the marketing literature.Quality issues in the car rental industry, however, have received less attention.Furthermore, there is lack of a scale developed to measure service quality in car rental services.Th is paper aims to develop a measurement scale in accordance with the procedure recommended by Churchill (1979) and Parasuraman, Zeithaml, andBerry (1988).Empirical studies were conducted in two waves.First, qualitative research was undertaken in the form of 23 in-depth interviews that produced 61 items describing tourists' perceptions.Th en, a quantitative study was used to purify the scale items and to examine dimensionality, reliability, factor structure and validity.Finally, an 18-item RENTQUAL scale with the following six factors emerged: comfort, delivery, safety, handing over, ergonomics and accessibility.Results show that safety is the most important factor in car rental services.Paper also presents scale development procedure, discussion, implications and limitations.
Authors: Erdoğan H. Ekiz, Ali Bavık, Hüseyin Araslı
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W1924215571