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首页> 外文期刊>International journal of business information systems >After-sales service quality satisfaction in Indian automobile industry
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After-sales service quality satisfaction in Indian automobile industry

机译：印度汽车行业的售后服务质量满意度

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摘要

In the automobile industry, after-sales service plays an important role whether it is before buying a product or after buying the product. One of the necessary evaluation criteria for customer satisfaction is availability of after-sales service. In today's situation, after-sales service quality can be measured by administering a customer satisfaction survey. This paper focuses on after-sale service quality and customer satisfaction. In this paper SERVQUAL model was applied for measuring quality of service given to the customers and customer satisfaction in an automobile industry. Structural equation modelling (SEM) with partial least squares (PLS) was used to simultaneously evaluate both the measurement and structural models. The analysis of customer satisfaction through after-sales service quality gave the result in which tangibility, reliability, assurance, responsiveness and empathy were seen to have a significant positive effect on customer satisfaction. In light of the SERVQUAL model, this paper discusses practical implications and focuses on recommendations on how to manage and improve service quality in after-sales service in the Indian automobile industry. This study presents a model for improving customer satisfaction in terms of service quality dimensions.
机译：在汽车工业中，无论在购买产品之前还是购买产品之后，售后服务都起着重要的作用。客户满意度的必要评估标准之一是售后服务的可用性。在当今情况下，可以通过管理客户满意度调查来衡量售后服务质量。本文着重于售后服务质量和客户满意度。在本文中，SERVQUAL模型用于测量在汽车行业中提供给客户的服务质量和客户满意度。具有偏最小二乘（PLS）的结构方程模型（SEM）用于同时评估测量和结构模型。通过售后服务质量对客户满意度进行分析得出的结果是，切实性，可靠性，保证性，响应性和同理心对客户满意度具有显着的积极影响。根据SERVQUAL模型，本文讨论了实际意义，并重点提出了有关如何管理和改善印度汽车行业售后服务中服务质量的建议。这项研究提出了一种在服务质量维度上提高客户满意度的模型。

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