Literature Review Of Customer Satisfaction In Automobile Industry

Literature Review Of Customer Satisfaction In Automobile Industry-13
The work illustrates and provides some insights and builds on the literature in the area of service quality, customer satisfaction and loyalty from a developing country’s environment. (2018), "Service quality, customer satisfaction and loyalty in automobile maintenance services", Journal of Quality in Maintenance Engineering, Vol. The branded dealers service operation proved to be relatively weak, having only one of these attributes, while being better evaluated in less important ones.This is one of the few research works investigating the issue of service quality, customer satisfaction and customer loyalty in automobile services using data from the sub-Saharan African environment. According to Long and Mc Mellon (2004), different service quality dimensions are important in different industries, and research works relating to service quality in the informal automobile sectors have not been explored within the non-western countries.We use cookies to make interactions with our website easy and meaningful, to better understand the use of our services, and to tailor advertising.

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The moderation analysis indicated no significant differences in the hypothesis tested and the length of years of customers dealing with the mechanic.

There is the need for mechanics to provide caring and individual attention to car owners, it is also important for mechanics to understand that customers want their cars to be serviced by mechanics who exhibit knowledge and courtesy and also deliver service in a very responsive manner.

Izogo and Ogba (2015) further explored the relationship between the service quality dimensions and customer satisfaction/loyalty.

In this work, only four of the SERQUAL dimensions were used excluding assurance in the model.

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In addition, it is important for mechanics to screen and employ very courteous employees who can tell customers exactly the kind of services needed as well as communicate effectively on the risks of repairs. Download as . The work focused on the alternative of using branded car dealers, who provide services during the warranty period, or independent garages.

Prompt services also seem to be the key to the satisfaction of customers. They found out that service attributes that determine customer choice of a car maintenance are the ones consumers simultaneously consider important and perceive differences in performance between the service providers.

Therefore, an understanding of how the majority of the citizenry select their mechanics who normally have no formal education, certification and not well-equipped workshops as well as modern diagnostic equipment to work with is worth investigating.

This paper, therefore, aims at filling this important gap using data from the two largest cities in Ghana to understand the relationship between service quality, customer satisfaction and loyalty.


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