PROMOTING IRAN KHODRO CUSTOMERS’ SATISFACTION OF SALE AND GUARANTEE SERVICES: AN ANALYSIS OF THE MAP OF QUALITY ELEMENTS VIA SERVQUAL APPROACH

Q: How can I download an article?

To download an article from SID, first log in to the site, search for the article title, and click on the 'Download Article' option.

Q: How can I download an ISI article?

To download an ISI article on SID, enter the keyword or article title in the search bar, view the relevant results, click on the desired article, and select the 'Download Article' option.

Q: How can I access the SID database?

To access the SID database, visit SID.ir, create an account, and log in to access scientific resources.

Q: Is downloading articles from SID free?

Some articles on SID are available for free, while others require payment. Details are specified on the article's page.

KAVANDI REZA; SHAKERI FATEMEH

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

Journal Paper

Paper Information

Journal: Year:2011 | Volume:5 | Issue:14 Page(s): 43-54

Download Full-Text

Persian Verion

View:

3,053

Download:

Cites:

Information Journal Paper

Title

PROMOTING IRAN KHODRO CUSTOMERS’ SATISFACTION OF SALE AND GUARANTEE SERVICES: AN ANALYSIS OF THE MAP OF QUALITY ELEMENTS VIA SERVQUAL APPROACH

Author(s)

KAVANDI REZA | SHAKERI FATEMEH | Issue Writer Certificate

Keywords

QUALITY SERVICEQ2

CUSTOMER SATISFACTORYQ2

SERVQUAL APPROACHQ2

CRITICAL SUCCESS FACTORQ2

CRITICAL FAILURE FACTORQ3

Abstract

Nowadays, the role of customer satisfaction in maintaining and developing market share is a key point in any organization success. Therefore, this research through applying SERVQUAL APPROACH, attempts to identify strength and weak points of after-sales service of Iran Khodro. For this reason, a measure is first developed to measure Iran Khodro’s after sales service through SERVQUAL APPROACH. The research data was gathered by distributing 230 questionnaires among those who have SAMAND auto in Yazd province. Through an exploratory factor analysis, nine factors such as: reliability, faire, trust and justice, honesty, access, to inform, competence and morals, possibilities, and adornment were identified. Also, the validity of the research conceptual model was evaluated using confirmatory factor analysis. Then, it was attempted through drawing a map for quality elements, the critical success and failure factor of Iran Khodro’s after-sales service is identified. The results indicate the CRITICAL SUCCESS FACTORs are as follows: validity, access, reliability, faire (comfortable delivery process) and adornment (personnel). The CRITICAL FAILURE FACTORs are as follows: possibilities, honesty, trust and justice, adornment (a place for customer relaxing), faire (respect to customer time) and to inform (giving enough information on selling/delivering time).

Cites

References

No record.

Cite

APA: Copy

KAVANDI, REZA, & SHAKERI, FATEMEH. (2011). PROMOTING IRAN KHODRO CUSTOMERS’ SATISFACTION OF SALE AND GUARANTEE SERVICES: AN ANALYSIS OF THE MAP OF QUALITY ELEMENTS VIA SERVQUAL APPROACH. JOURNAL OF INDUSTRIAL MANAGEMENT, 5(14), 43-54. SID. https://sid.ir/paper/171264/en

Vancouver: Copy

KAVANDI REZA, SHAKERI FATEMEH. PROMOTING IRAN KHODRO CUSTOMERS’ SATISFACTION OF SALE AND GUARANTEE SERVICES: AN ANALYSIS OF THE MAP OF QUALITY ELEMENTS VIA SERVQUAL APPROACH. JOURNAL OF INDUSTRIAL MANAGEMENT[Internet]. 2011;5(14):43-54. Available from: https://sid.ir/paper/171264/en

IEEE: Copy

REZA KAVANDI, and FATEMEH SHAKERI, “PROMOTING IRAN KHODRO CUSTOMERS’ SATISFACTION OF SALE AND GUARANTEE SERVICES: AN ANALYSIS OF THE MAP OF QUALITY ELEMENTS VIA SERVQUAL APPROACH,” JOURNAL OF INDUSTRIAL MANAGEMENT, vol. 5, no. 14, pp. 43–54, 2011, [Online]. Available: https://sid.ir/paper/171264/en

Related Journal Papers