Service quality, perceived value, trust and satisfaction as determinants of purchase intention in self-financing
DOI:
https://doi.org/10.29105/vtga11.2-1037Keywords:
Purchase intention, satisfaction, service quality, trustAbstract
This article measures the impact that service quality, perceived value, trust and satisfaction have on automotive purchase intention in the self-financing system in the Monterrey Metropolitan Area. The results allow us to conclude that the aforementioned factors have a positive impact on purchase intention in the self-financing sector. Aspects such as ease of contact, the solution provided to the client and putting the client's interests before those of the company, present areas of opportunity and have a negative impact on perceptions of service quality, trust and satisfaction, which in turn time translates into lower purchase intention.
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