Customer satisfaction in automobile industry : A case study on customer satisfaction on automobile industry in Nepal
Poudel, Soniya (2019)
2019
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2019121727143
https://urn.fi/URN:NBN:fi:amk-2019121727143
Tiivistelmä
The purpose of this study aimed on how the automobile industry in Nepal and their customers view the value of after sales service. The main objective was to recognize the differences, if any, between their perception and the way it will impact on customer satisfaction level.
A descriptive cross-sectional and quantitative study was conducted to assess the customer satisfac-tion towards the after sales services in automobiles sector in Nepal. A total of 81 automobile users were included in the study. The variables considered in the study were the age group in years, sex, occupation, education level, income level, status of ownership, type of vehicle, usage of vehicles and the four dimensions of after sales services. The findings of this study demonstrate that after sales service was average. Among the four components, responsiveness after the sales service has major impact on satisfaction of the customers while the cost of service results the least satisfaction towards the customers.
This study makes a significant contribution to the literature by extending and improving the existing information of the company to increase the after-sales service satisfaction of the customer in auto-mobile industry in Nepal.
A descriptive cross-sectional and quantitative study was conducted to assess the customer satisfac-tion towards the after sales services in automobiles sector in Nepal. A total of 81 automobile users were included in the study. The variables considered in the study were the age group in years, sex, occupation, education level, income level, status of ownership, type of vehicle, usage of vehicles and the four dimensions of after sales services. The findings of this study demonstrate that after sales service was average. Among the four components, responsiveness after the sales service has major impact on satisfaction of the customers while the cost of service results the least satisfaction towards the customers.
This study makes a significant contribution to the literature by extending and improving the existing information of the company to increase the after-sales service satisfaction of the customer in auto-mobile industry in Nepal.