Évf. 9 szám 2 (2024)

Menedzsmenttudományok

Enhancing Customer Experience in Car Servicing: Insights from Indian Markets

Megjelent:

2024-06-28

https://doi.org/10.21791/IJEMS.2024.020

Szerzők

Mannadhan Prabhu,

Department of Business Administration, Lebanese French University, Erbil, Kurdistan. Iraq.

G Madan Mohan

Department of Management Studies, Pondicherry University. India.

Megtekintés

PDF (Angol)

Kulcsszavak

Customer Satisfaction Personnel Quality Service Chi-square

Licenc

Copyright (c) 2024 Prabhu Mannadhan, MADAN MOHAN G

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

Hogyan hivatkozzuk

Kiválasztott formátum: 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

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Absztrakt

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. 

Hivatkozások

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