Thesis Open Access

The Effect of after sale service on customer satisfaction: The case of Ethiopian Automotive industry

Habtewold Shumiye

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  <identifier identifierType="DOI">10.20372/nadre/20591</identifier>
      <creatorName>Habtewold Shumiye</creatorName>
      <affiliation>Addis Ababa Science &amp; Technology University</affiliation>
    <title>The Effect of after sale service on customer satisfaction: The case of Ethiopian Automotive industry</title>
  <publisher>National Academic Digital Repository of Ethiopia</publisher>
    <subject>After sale service, customer satisfaction, automotive industry</subject>
    <contributor contributorType="Supervisor">
      <contributorName>Essayas T. ( PhD)</contributorName>
      <affiliation>Addis Ababa Science &amp; Technology University</affiliation>
    <date dateType="Issued">2021-08-20</date>
  <resourceType resourceTypeGeneral="Text">Thesis</resourceType>
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    <relatedIdentifier relatedIdentifierType="DOI" relationType="IsVersionOf">10.20372/nadre/20590</relatedIdentifier>
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    <rights rightsURI="">Creative Commons Attribution</rights>
    <rights rightsURI="info:eu-repo/semantics/openAccess">Open Access</rights>
    <description descriptionType="Abstract">&lt;p&gt;The main objective of this study was to assess whether after sale services offered to customers just after the sales stage have an effect on customer satisfaction in the automotive industry of Ethiopia. The study specifically focused in establishing the extent to which maintenance and repair, warranty service, spare parts supply, online/telephone service and inspection affects customer satisfaction in an Ethiopian automotive industry. This study used explanatory research design. Data was collected from 350 after sale service customers using questionnaires. Data was collected using a self-administered questionnaire was analyzed using SPSS and the findings presented in tables and graphs. The findings established that maintenance and repair, warranty service, spare parts supply and inspection had affected customer satisfaction. Correlation analysis was used to establish the independent and dependent variables were between of 0.905 to 0.984.The correlation between the dependent variable (customer satisfaction) and independent variables (maintenance and repair, r= 0.963, p= 0.000), (warranty service, r=0.905, p= 0.000), (spare parts supply, r= 0.952, p= 0.000) , (online/telephone service, r=0.046, p=0.000 and (inspection , r= 0.984, p= 0.000).The findings further established that among the five factors affecting customer satisfaction measures the three have positive effect and the two has negative effect on customer satisfaction, among which inspection has the highest effect with coefficient 0.642, followed by maintenance, repair (0.424) and spare parts supply (0.171) respectively have positive effect. Whereas online/telephone service (-0.23) and warranty service (-0.223) has negative effect. Based on the findings of this study, the study recommended that, the automotive industries should adopt a good after&amp;ndash;sales service management to enhance the effectiveness and efficiency to serve the customer. This can help to integrate customer information and build stronger capabilities in maintenance and repair warranty service, spare parts supply, online/telephone service and inspection&lt;/p&gt;</description>
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