Applying Ordinal Logistic Regression to Analyze the Service Confidence for an Air Conditioner Service Center
Journal of Logistics Informatics and Service Science · 2023
The purpose of this research was to use the statistical method known as ordinal logistic regression to investigate the impact of various variables of interest on customer service confidence at automotive air conditioning repair centers.By gathering information from 449 customers (after missing data was removed), including those who use buses, trucks, and cars that bring air conditioning repair.The questionnaire assesses satisfaction using a Likert scale with five possible responses for the following factors: customer expectations, technician skill, responsiveness, confidence in service, and perceived value.The study started with a data reliability test using the Cronbach alpha test.The Chisquare test was used to evaluate this hypothesis; the null hypothesis was accepted, and the parallelism assumption was given statistical significance (p > 0.05), leading to the conclusion that customer expectations affect service confidence because they were found to be significant for independent variables by chi-square test analysis.However, it was discovered that only 28.3% of the variables of interest could explain the impact and the relationship between them (R 2 = 0.283), indicating that there may be other factors besides those examined in this study that affects customers' confidence in the quality of the services they obtain.When analyzing the relationship between the two additional, moderation analyses have shown that gender and vehicle type does not influence how the significant factors are correlated with service confidence.The study's implications will encourage service center managers understand the influence of variables that can improve customer confidence.Furthermore, this study supports managers in better comprehending and understanding customer behavior so they may outperform their competitors in providing superior services and ensuring the longevity of their business.