Zygiaris Sotirios, Hameed Zahid, Ayidh Alsubaie Mubarak, Ur Rehman Shafiq
College of Business Administration, Prince Mohammad Bin Fahd University, Khobar, Saudi Arabia.
Department of Management Sciences, University of Baluchistan, Quetta, Pakistan.
Front Psychol. 2022 Mar 11;13:842141. doi: 10.3389/fpsyg.2022.842141. eCollection 2022.
The aim of this research is to examine the impact of service quality on customer satisfaction in the post pandemic world in auto care industry. The car care vendor in the study made effective use of social media to provide responsive updates to the customers in the post pandemic world; such use of social media provides bases for service quality and customer satisfaction. The study examined the relationship between service quality and customer satisfaction using the SERVQUAL framework. According to the findings, empathy, reliability, assurance, responsiveness, and tangibles have a significant positive relationship with customer satisfaction. Our findings suggest that it is critical for workshops to recognize the service quality factors that contribute to customer satisfaction. Findings also suggest that empathy, assurance, reliability, responsiveness, and tangibles contribute to customer satisfaction. Auto repair industry must regularly provide personal attention, greet customers in a friendly manner, deliver cars after services, notify customers when additional repairs are required, and take the time to clarify problems to customers. Furthermore, workshops must screen and hire courteous staff who can clearly communicate the services required to customers both in-person and online and effectively communicate the risks associated with repairs. Service quality seems to be aided by prompt services.
本研究的目的是考察在后疫情时代汽车护理行业中服务质量对客户满意度的影响。该研究中的汽车护理供应商有效地利用社交媒体，在疫情后向客户提供及时的更新信息；这种对社交媒体的利用为服务质量和客户满意度奠定了基础。该研究使用SERVQUAL框架考察了服务质量与客户满意度之间的关系。根据研究结果，同理关怀、可靠性、保证性、响应性和有形性与客户满意度呈显著正相关。我们的研究结果表明，维修店认识到有助于提高客户满意度的服务质量因素至关重要。研究结果还表明，同理关怀、保证性、可靠性、响应性和有形性有助于提高客户满意度。汽车维修行业必须经常给予客户个人关注，友好地迎接客户，服务后交车，需要额外维修时通知客户，并花时间向客户解释问题。此外，维修店必须筛选并雇佣有礼貌的员工，这些员工要能在现场和线上清楚地向客户传达所需服务，并有效沟通维修相关风险。及时的服务似乎有助于提高服务质量。
