Customer Satisfaction Review Of Literature In Car Industry

Customer Satisfaction Review Of Literature In Car Industry-80
Lean thinking is one of the methods that can bring productivity and customer’s demand improvement for manufacturing and service giving industries.

Lean thinking is one of the methods that can bring productivity and customer’s demand improvement for manufacturing and service giving industries.

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In addition to the 5 S of kaizen, this study added safety as the sixth on the existing Kaizen’s strategies.

In lean practice, managers give priority to waste reduction and ignore the product quality aspect, which lead to dissatisfaction among customers.

The aim is to understand the relative importance of the various service quality dimensions to Ghanaian car owners as to what drive satisfaction and whether this satisfaction has implication on their loyalty.

The study used a survey of car owners and relied on partial least squares-structural equation modeling to study the relationship between service quality and its impact on customer satisfaction and loyalty.There is the need for mechanics to provide caring and individual attention to car owners, it is also important for mechanics to understand that customers want their cars to be serviced by mechanics who exhibit knowledge and courtesy and also deliver service in a very responsive manner.The appearance of the workshop, equipment and directions are also very important to customers. Google(); req('single_work'); $('.js-splash-single-step-signup-download-button').one('click', function(e){ req_and_ready('single_work', function() ); new c. This study aims to improve productivity and customer satisfaction through lean manufacturing for metals and engineering industries.It is, therefore, important for mechanics do their best to satisfy these customers for them to remain loyal.The findings indicate the importance of empathy, assurance, responsive and tangibles in mechanic service delivery.To learn more or modify/prevent the use of cookies, see our Cookie Policy and Privacy Policy.The purpose of this paper is to understand the relationship between service quality, customer satisfaction and the loyalty of car owners.The results further indicate that empathy and reliability of the mechanic have a significant positive relationship with customer loyalty; however, the assurance, responsiveness and tangibles have no significant relationship with customer loyalty.The moderation analysis indicated no significant differences in the hypothesis tested and the length of years of customers dealing with the mechanic.

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