Browsing by Author "Tsegaye, Tegbar"

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    The Effect of After sales service quality on customer satisfaction in the Ethiopian Automotive industry: The case of MOENCO, Nyala Motors and Yang Fan Motors
    (Addis Ababa University, 2017-06-20) Tsegaye, Tegbar; G/Medhin, Mulugeta (PhD)
    The objective of this study was to examine the effect of after sales service quality on customer satisfaction in the Ethiopian automotive industry. SERVPERF model by Cronin and Taylor’s (1992) was used to examine the effect of after sales service quality on customer satisfaction. A sample size of 166 was taken conveniently from MOENCO, Nyala Motors and Yang fan motors service outlets at Addis Ababa. Quantitative method of data collection was employed to collect the data through questionnaire. Descriptive as well as inferential analysis has been done. The result of this study shows that all the dimensions of SERVPERF have a positive correlation with the dependent variable. Out of five dimensions four of the dimensions (Tangibility, reliability, empathy and assurance) have a positive and significant impact on customer satisfaction, and one of the dimension responsiveness was found to have insignificant effect on customer satisfaction. Based on the findings empathy is found to be the dominant SERVPERF dimension with the highest beta value and assurance is the least with its effect on customer satisfaction. Furthermore, 60.8% of the variations in customer satisfaction are explained by service performance dimensions in the Ethiopian Automotive industry Based on the findings of the study, the researcher forwarded some recommendations to the management of after sales service department.