After-sale service experiences and customer satisfaction: An empirical study from the Indian automobile industry

Title

After-sale service experiences and customer satisfaction: An empirical study from the Indian automobile industry

Creator

Gupta R.; Raman S.

Description

For the growth of any industry, services play an essential role. Customers are more aware of the type of services they receive, and the expectations from the service providers are very high. Twenty-two percent total Gross Domestic Product (GDP) of the country is generated through the automotive industry. Global automotive majors have entered India and have dramatically changed the country's car production scenario. Changes to international technology design and adaptation have helped Indian car manufacturing compete globally, facing worldwide challenges. Considering services' high significance and essential role in the automobile industry, this study examined customer satisfaction with after-sales service experiences in the automobile sectorthis paper analyses customer satisfaction concerning automotive service interactions. The conceptual framework explains the impact on customer satisfaction in various car industries from various experiences, including employee behaviour, service lead time, service quality, service processes, and service costs. The respondents from Bangalore were selected. The data collection sampling approach used was convenience sampling. In a standardized questionnaire, data is collected from 400 respondents. The results demonstrate the substantial influence of service interactions on customer satisfaction. 2022 Elsevier Ltd

Source

Research in Transportation Business and Management, Vol-45

Date

2022-01-01

Publisher

Elsevier Ltd

Subject

After-sale service experiences; Automobile industry; Customer satisfaction; Service cost

Coverage

Gupta R., NSB Academy, Christ (Deemed to be University), #BA 1101, Salarpuria Greenage Apartments, Hosur Main Road, Next to Oxford engineering college, Bommanahalli, Bangalore, 560068, India; Raman S., School of Business and Management, Christ (Deemed to be University), Hosur Main Road, Bangalore, 560029, India

Rights

Restricted Access

Relation

ISSN: 22105395

Format

Online

Language

English

Type

Article

Identifier

https://doi.org/10.1016/j.rtbm.2022.100873

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