Browsing by Author "Zewge, Edlawit"

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    The Impact of Service Quality on Customer Satisfaction in Lifan Motors P.L.C An Empircal Study through Servqual
    (Addis Ababa University, 2015-04) Zewge, Edlawit; Denu, Berhanu (PhD)
    The study focused on the assessment of service quality and customer satisfaction with Lifan motor’s spar part sales and vehicle maintenance service The primary objective of this study is to assess the overall satisfaction level of customers with vehicle maintenance service. The study was Lifan motor’s customers in Addis Ababa. The five SERVQUAL dimensions developed by Parasuraman et al (1988) were used to assess the customer satisfaction, But the measurement was using SERVPERF scale. A sample of 250 respondents was selected using simple random sampling method among which 244 were collected where 172 (70.5 %) were males and 72 (29.5%) were females. The finding shows that the majority 93.4% (228) were satisfied with the service of Lifan motors provided to them. The result of the study also indicated that next to assurance empathy is the second most important dimension which can influence the overall satisfaction of the customers. Therefore the company should work to improve the other dimensions namely tangibility, reliability and responsiveness to insure their customer’s satisfaction