Explaining the multi-dexterity maker of after-sales services with customers' perception of the quality of services in the automotive industry

Document Type : Management & Entrepreneurship

Authors

1 Department of Business management, shahid beheshti university,Tehran, Iran

2 PhD in Business Management, Iran University of Industries and Mines

3 تهران،خیابان نلسون ماندلا(جردن)،خیابان عاطفی شرقی، کوچه رفیع،سمت چپ کوچه شبنم،پلاک 27، واحد 1

10.22080/jem.2024.24365.3809

Abstract

Since automobile industry in the country is growing in terms of quality and quantity, it is involved with the complexity of services. In this research, we tried to examine the impact explanation of multi-dexterity maker of after-sales services, especially after - sales services on perceptions of quality and its effect of customer satisfaction, maintenance and loyalty. This study is an applied one from the perspective of purpose and is descriptive - survey in terms of data type and collection method. Statistical population of the study was customers of after sale authorized dealers. The sample size using Cochran formula was 372. Data analysis and hypothesis testing are done using SPSS and AMOS. According to data analysis and hypothesis testing, there is a positive and significant relationship between construction of research model on the basis of the performance of the research samples, as well as the satisfaction and retention of customers with perception of product quality according to customer expectations. Due to the position of the product in terms of different parameters, after sale services in term of loyalty of customers was not significant. Performance - importance approach in two fields of supply and spare parts and manager’s behavior, has high performance. careful inspection and appropriate technical assistance, telephone /online services, presence of higher level supports, supply of equipment and spare parts, and the quality of repairs are key factors in the power and influence of the company for after - sales services appear proportionate to employee behavior.

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History

  • Receive Date: 03 October 2022
  • Revise Date: 19 February 2023
  • Accept Date: 26 March 2024

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