Service Innovation Model of the Automobile Service Industry

Abstract

Service innovations in the service industry will improve its ability to compete in maintenance as well as increase the number of customers. Measuring service innovations according to the characteristics of the automobile industry is important. Thus, the aim of this paper is to develop a model to measure service innovation in the automobile service industry. A structural equation model is created based on theory and previous models. Data about the industry’s perception of service innovation are collected from questionnaires in Kaohsiung, Taiwan. Samples were collected from 61 authorized automobile service centers. The results indicate that customer demand, competition, and a knowledge-based network as enabler factors are positively correlated with service innovation. Furthermore, a new service concept, new client interface, new service delivery system, and new technology options are positively related to service innovation. Finally, service innovation has a significant positive effect on a firm’s performance. This study developed an effective service innovation model of the automobile service industry.

Examining the Relationship between Service Innovation and Competitive Advantage: Does Brand Recognition Matter?

“…Service innovation, as defined by researchers, encompasses the process of creating and executing novel or enhanced services that effectively cater to the evolving demands and preferences of clients (Afaq et al, 2023;Tai et al, 2021). In reference to this matter, a multitude of studies have discovered a favourable correlation between service innovation and the attainment of a competitive advantage (see (Chiu & Yang, 2019;Feng et al, 2020;Kiani et al, 2009;Wang et al, 2019;Woo et al, 2021). An investigation conducted by (Islam et al, 2022) examined the influence of service innovation on the financial performance of organizations, revealing that companies that actively engaged in service innovation strategies demonstrated superior profitability and market share in comparison to their rivals.…”

Analisis Service Quality Industri Jasa Otomotif Pada Masa Pandemi Covid – 19

“…Industri jasa otomotif merupakan salah satu industri yang termasuk kategori dalam kuadran service shop (Schmenner, 2004). Industri jasa otomotif memberikan dukungan terhadap industri manufaktur otomotif yang terus mengalami perkembangan yang pesat ditandai dengan tingkat penjualan kendaraan roda empat (Wang, et al, 2019). Berdasarkan data penjualan mobil dalam negeri periode tahun 2016-2018(Triatmono, 2021 menunjukkan kenaikan, hal ini dapat telihat pada tahun 2016 dengan tingkat penjualan, kemudian 1,061,859 ribu unit (2016), 1,079,886 ribu unit (2017) 1,151,413 ribu unit (2018), namun pada tahun 2019 terjadi penurunan penjualan sebesar 1,030,126 ribu unit dan kemudian 578,327 unit (2020).…”

“…Terkait pemberian dukungan industri manufaktur otomotif yang telah memproduksi kendaraan bermotor, maka dibutuhkan sebuah layanan kepada konsumen. Industri jasa otomotif merupakan industri yang memberikan layanan purna jual dengan kemampuan memberikan jaminan keselamatan dan kenyamanan pengguna kendaraan bermotor (Wang et al, 2019). Layanan yang diberikan berupa pemeliharaan berkala atau perbaikan pada komponen sistem kendaraan (Convederation on India Industry, 2008), beberapa istilah yang saering digunakan antara lain: automotive repair industry, automotive after-market businesss dan automotive service industry.…”

Assessing Performance of Automobile Industry Using Malmquist Productivity Index With R

“…The service industry supports the manufacturing industry by providing aftersales service with a focus on the safety and comfort of motor vehicle users. This service is provided in the form of periodic maintenance or the repair of vehicle system components [10][11][12].…”