Thesis Open Access

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

Habtewold Shumiye

MARC21 XML Export

<?xml version='1.0' encoding='UTF-8'?>
<record xmlns="">
  <datafield tag="700" ind1=" " ind2=" ">
    <subfield code="a">Essayas T. ( PhD)</subfield>
    <subfield code="u">Addis Ababa Science &amp; Technology University</subfield>
    <subfield code="4">ths</subfield>
  <controlfield tag="001">20591</controlfield>
  <datafield tag="540" ind1=" " ind2=" ">
    <subfield code="u"></subfield>
    <subfield code="a">Creative Commons Attribution</subfield>
  <datafield tag="856" ind1="4" ind2=" ">
    <subfield code="s">1410991</subfield>
    <subfield code="u"> Effect of after sale service on customer satisfaction The case of Ethiopian Automotive industry.pdf</subfield>
    <subfield code="z">md5:e99ce0b43bf4ab3e25b3de10bb70a812</subfield>
  <datafield tag="520" ind1=" " ind2=" ">
    <subfield code="a">&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;</subfield>
  <datafield tag="260" ind1=" " ind2=" ">
    <subfield code="c">2021-08-20</subfield>
  <datafield tag="653" ind1=" " ind2=" ">
    <subfield code="a">After sale service, customer satisfaction, automotive industry</subfield>
  <datafield tag="502" ind1=" " ind2=" ">
    <subfield code="c">Addis Ababa Science &amp; Technology University</subfield>
  <datafield tag="041" ind1=" " ind2=" ">
    <subfield code="a">eng</subfield>
  <datafield tag="650" ind1="1" ind2="7">
    <subfield code="a">cc-by</subfield>
    <subfield code="2"></subfield>
  <datafield tag="100" ind1=" " ind2=" ">
    <subfield code="a">Habtewold Shumiye</subfield>
    <subfield code="u">Addis Ababa Science &amp; Technology University</subfield>
  <datafield tag="245" ind1=" " ind2=" ">
    <subfield code="a">The Effect of after sale service on customer satisfaction: The case of Ethiopian Automotive industry</subfield>
  <datafield tag="542" ind1=" " ind2=" ">
    <subfield code="l">open</subfield>
  <controlfield tag="005">20221004140452.0</controlfield>
  <datafield tag="773" ind1=" " ind2=" ">
    <subfield code="a">10.20372/nadre/20590</subfield>
    <subfield code="i">isVersionOf</subfield>
    <subfield code="n">doi</subfield>
  <datafield tag="024" ind1=" " ind2=" ">
    <subfield code="a">10.20372/nadre/20591</subfield>
    <subfield code="2">doi</subfield>
  <datafield tag="980" ind1=" " ind2=" ">
    <subfield code="a">user-aastu</subfield>
  <datafield tag="980" ind1=" " ind2=" ">
    <subfield code="a">user-nadre</subfield>
  <datafield tag="980" ind1=" " ind2=" ">
    <subfield code="a">publication</subfield>
    <subfield code="b">thesis</subfield>
All versions This version
Views 7979
Downloads 2020
Data volume 28.2 MB28.2 MB
Unique views 5252
Unique downloads 1616


Cite as