RELATION STUDY OF AFTER SALE SERVICES AND CUSTOMER SATISFACTION: EVIDENCE, AUTO MANUFACTURERS IRAN KHODRO AND SAIPA

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SHARJ SHARIFI AZITA

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Paper Information

Journal: JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR) Year:2011 | Volume:8 | Issue:SUPPLEMENT Page(s): 9-18

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Information Journal Paper

Title

RELATION STUDY OF AFTER SALE SERVICES AND CUSTOMER SATISFACTION: EVIDENCE, AUTO MANUFACTURERS IRAN KHODRO AND SAIPA

Author(s)

SHARJ SHARIFI AZITA | Issue Writer Certificate

Keywords

SERVICESQ2

AUTHORIZED AGENTSQ2

GUARANTEEQ2

CUSTOMER SATISFACTIONQ2

Abstract

Iran Khodro and Saipa are most important producers in the country and allocate high percentage of customers to themselves. The purpose of this research is to measure and evaluate the relation of their after sale SERVICES and CUSTOMER SATISFACTION. Three main indexes were selected for service evaluation, through preliminary studies of after sale SERVICES factors including permitted agents SERVICES, part supplies, and GUARANTEE. Hypothesizes were developed on this basis. A questionnaire was developed for fathering information about after sale SERVICES of these companies, and distributed to 405 Peugeot and Xantia owners in Isaco and Saipa agents. Gathered data were tested separately for two companies by SPSS software. The research method was descriptive correlation and X2 test was used, to determine the relation, and Cramer’s V for correlation highness. The result of first hypothesis test indicated that in both company H1 was confirmed, and regarding two studied cars, for Xantia, H1 was confirmed but 405 Peugeot was rejected. The result of second and third hypothesizes indicated that for both companies and both cars H1 was confirmed. Finally, based on the results of hypothesizes, some recommendations for progressing present situation of after sale SERVICES were offered.

Cites

THE EFFECT OF PRICE FAIRNESS ON CUSTOMER SATISFACTION IN CAR PURCHASE PROCESS (CASE STUDY: PRIDE & PEUGEOT 206)

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APA: Copy

SHARJ SHARIFI, AZITA. (2011). RELATION STUDY OF AFTER SALE SERVICES AND CUSTOMER SATISFACTION: EVIDENCE, AUTO MANUFACTURERS IRAN KHODRO AND SAIPA. JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR), 8(SUPPLEMENT), 9-18. SID. https://sid.ir/paper/151431/en

Vancouver: Copy

SHARJ SHARIFI AZITA. RELATION STUDY OF AFTER SALE SERVICES AND CUSTOMER SATISFACTION: EVIDENCE, AUTO MANUFACTURERS IRAN KHODRO AND SAIPA. JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR)[Internet]. 2011;8(SUPPLEMENT):9-18. Available from: https://sid.ir/paper/151431/en

IEEE: Copy

AZITA SHARJ SHARIFI, “RELATION STUDY OF AFTER SALE SERVICES AND CUSTOMER SATISFACTION: EVIDENCE, AUTO MANUFACTURERS IRAN KHODRO AND SAIPA,” JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR), vol. 8, no. SUPPLEMENT, pp. 9–18, 2011, [Online]. Available: https://sid.ir/paper/151431/en

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