Paper Contents
Abstract
The automobile maintenance and services industry play a vital role in the automotive ecosystem, ensuring the continued performance, safety, and reliability of vehicles. As this sector strives to meet the evolving needs of vehicle owners, understanding and measuring customer satisfaction with service delivery and post-maintenance functionality have become paramount. This literature review provides an overview of the current state of research in this domain, shedding light on the key factors and findings that shape our understanding of customer satisfaction within the context of automobile maintenance and services. This research methodology outlines the systematic approach for measuring customer satisfaction in the automobile maintenance and services sector. The combination of quantitative survey data and qualitative open-ended feedback analysis provided a comprehensive understanding of customer experiences, preferences, and perceptions regarding service delivery and post-maintenance functionality. A survey was conducted among 250 customers who had recently availed of maintenance services from various service centers. Participants were asked to rate their satisfaction on a Likert scale ranging from "Very Dissatisfied" to "Very Satisfied.". The results reveal a generally positive sentiment among customers regarding service delivery. Over 75% of respondents expressed satisfaction or high satisfaction levels with responsiveness and communication, timeliness of service team arrival, and the professionalism and knowledge of service technicians. Moreover, a substantial majority reported overall satisfaction with these service delivery aspects. However, In the realm of post-maintenance functionality, findings indicate that approximately 75% of customers were satisfied or very satisfied with the effective resolution of issues and the functionality and performance of their vehicles after maintenance. However, the study highlights opportunities for improvement, particularly in addressing the needs of the approximately 15% of respondents who expressed neutrality or dissatisfaction with issue resolution and post-maintenance functionality. Their feedback provides valuable insights for enhancing customer experiences. The study underscores the significance of continuous improvement in service delivery and post-maintenance functionality to enhance overall customer satisfaction. Further research, including in-depth analysis of customer feedback, is recommended to pinpoint specific areas that require attention. Service centers should consider implementing customer-centric strategies and follow-up mechanisms to address customer concerns and further enhance satisfaction. Overall, this research contributes to the understanding of customer perspectives in the context of automobile maintenance and services, emphasizing the importance of meeting and exceeding customer expectations to foster long-term loyalty and business success.
Copyright
Copyright © 2023 Oluseyi Fapetu. This is an open access article distributed under the Creative Commons Attribution License.
