Browsing by Author "Erkie, Tesfatsion"

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    The Influence of After Sales Service Quality on Customer Satisfaction In Lifan Motors
    (Addis Ababa University, 2018-05-10) Erkie, Tesfatsion; Mesfin, Tewodros (PhD)
    This research aims to study the influence of after-sales service quality on the overall customer satisfaction in case of Lifan Motors. The research measured the service quality of Lifan Motors' after sales service station using the SERVQUAL model and additional after sales services activities. The five SERVQUAL dimensions developed by Parasuraman et al (1988) were used to assess the customer satisfaction. But the measurement was done using SERVPERF scale. Quantitative research method and nonprobability sampling technique (convenience) was applied. Data were collected through a survey of 362 after sales service customers. Respondents were asked to evaluate several items related to their after-sales service experience at Lifan Motors. Data were analyzed using correlation and linear regression model. The results of the study revealed that the majorities of Lifan Motors after sales service station customers are dissatisfied with the overall maintenance and repair as well as spare parts supply services delivery while a greater number of customers are satisfied with the overall warranty service of the services station. The findings showed that there is a relationship between SERVPERF dimensions (assurance, empathy and tangibility)and Customer Satisfaction, there is a significant positive correlation, and also, there is negative correlation between the other SERVPERF dimensions (reliability and responsiveness). The study recommends the company should work in improving its overall maintenance and repair as well as spare parts supply services provision. The company can also accumulate customer’s loyalty by largely focusing on the development of assurance, empathy and tangibility SERVPERF dimensions