This study is to identify the maintenance service quality of eco-friendly cars, which are rapidly increasing recently. Research is conducted by synthesizing research from the perspectives of internal employees and external customers by using the service profit chain model. Specifically, it is to study the overall structural relationship between internal customer satisfaction, physical quality, interaction quality, outcome quality, external customer satisfaction and long-term orientation. For the study, 202 questionnaires were collected from internal employees and 204 questionnaires from external customers. The results of testing the research hypotheses targeting the internal employee group are as follows. As a result of testing hypothesis 1, internal customer satisfaction has a significant positive (+) effect on physical quality and interaction quality. As a result of testing hypothesis 2, the service quality of eco-friendly car maintenance has a significant positive (+) effect on each other. As a result of testing hypothesis 3, physical quality and outcome quality have a significant positive (+) effect on external customer satisfaction. The results of testing the research hypotheses targeting an external customer group are as follows. As a result of testing hypothesis 2, in the relationship between eco-friendly car maintenance service quality, physical quality has a significant positive (+) effect on interaction quality, and interaction quality has a significant positive (+) effect on outcome quality. As a result of testing hypothesis 3, interaction quality and outcome quality have a significant positive (+) effect on external customer satisfaction. As a result of testing Hypothesis 4, external customer satisfaction has a significant positive (+) effect only on intention to reuse. Finally, as a result of examining the difference in perception between the internal employee group and the external customer group in eco-friendly car maintenance service quality and external customer satisfaction, it was verified that there was a significant difference only in outcome quality and external customer satisfaction.

Automobiles are largely divided into passenger cars with less than five passengers and commercial vehicles such as construction machines, trucks, mixers, special lorries, and large buses. Automobile maintenance companies are also divided into passenger cars and commercial vehicles. Because commercial vehicles are the livelihood vehicles of individual carriers engaged in cargo transportation, passenger transportation, and construction, fast and accurate maintenance is important. Access to the expressway is also important because the car is large and uses highways. In addition, the time required for troubleshooting is long, so sufficient space must be secured for parking the vehicle, and ease of entry and exit of the vehicle in the maintenance shop should be fully considered. For this reason, commercial vehicle maintenance companies have higher initial investment costs than car maintenance companies, and it is difficult to supply and maintain maintenance personnel. Therefore, it is necessary to carefully examine and analyze various related factors for successful commercial vehicle maintenance company selection. However, most existing commercial vehicle maintenance companies often choose their location based on the empirical judgment of the founder, the customs and the case, without a clear analysis. In this study, we show how to derive the location selection factors to be considered when establishing professional maintenance company for commercial vehicles and to select the optimal location by using AHP (Analytic Hierarchy Process) method.

This research focuses on the condition of the coveralls that automobile maintenance workers wear. The objective of this survey is to conduct a thorough analysis on the quality of the coveralls and put forth suggestions for improving their quality. The research data were collected through interviews and the results are as follows. The participants in this research engage in a variety of types of maintenance work including oil changes and overall system checks and they usually wear extra-large-sized coveralls. The coveralls are generally worn during the winter for warmth and the company handles all purchasing and maintenance of the work clothes. Participants mentioned that certain parts of the clothes where they bend and stretch are cumbersome and areas around the knees and arms become easily tainted. They have also reported that although the coveralls are necessary, they are for the most part dissatisfied when it comes to the materials, design, and color. The participants have suggested that new coveralls would help to increase their work efficiency. As a result, it is concluded that the coveralls require much more development to meet the workers’ needs and improvements need to be made on the functionality, aesthetics, and symbolic aspects of the design.

This research focuses on the condition of the coveralls that automobile maintenance workers wear. The objective of this survey is to conduct a thorough analysis on the quality of the coveralls and put forth suggestions for improving their quality. The research data were collected through interviews and the results are as follows. The participants in this research engage in a variety of types of maintenance work including oil changes and overall system checks and they usually wear extra-large-sized coveralls. The coveralls are generally worn during the winter for warmth and the company handles all purchasing and maintenance of the work clothes. Participants mentioned that certain parts of the clothes where they bend and stretch are cumbersome and areas around the knees and arms become easily tainted. They have also reported that although the coveralls are necessary, they are for the most part dissatisfied when it comes to the materials, design, and color. The participants have suggested that new coveralls would help to increase their work efficiency. As a result, it is concluded that the coveralls require much more development to meet the workers’ needs and improvements need to be made on the functionality, aesthetics, and symbolic aspects of the design.