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IJEMS

Vol. 9 No. 2 (2024)
Management Sciences

Enhancing Customer Experience in Car Servicing: Insights from Indian Markets

Published:
2024-06-28
DOI Linkhttps://doi.org/10.21791/IJEMS.2024.020
Authors
Prabhu Mannadhan,
Madan Mohan G
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Keywords
Customer Satisfaction Personnel Quality Service Chi-square
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Copyright (c) 2024 Prabhu Mannadhan, MADAN MOHAN G

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This work is licensed under a Creative Commons Attribution 4.0 International License.

How To Cite
Selected Style: APA
Mannadhan, P., & G, M. M. (2024). Enhancing Customer Experience in Car Servicing: Insights from Indian Markets. International Journal of Engineering and Management Sciences, 9(2), 113-123. https://doi.org/10.21791/IJEMS.2024.020
Abstract

This descriptive research has attempted to assess customers' satisfaction with services offered by car servicing firms in India. The researcher administered a structured questionnaire to 300 company customers, selected using the Systematic Random Sampling technique. Data collected were analyzed using SPSS, applying the analytical tools of Frequency, Percentage, Mean, factor analysis, cluster analysis, Chi-square and Correspondence Analysis. Results of the study have revealed that the caring nature of servicing staff, the quality of services and service personnel, and the convenience and comfort offered to customers have been identified as the most important factors affecting customer satisfaction. 

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