Analysis of Factors Affecting the Customer Satisfaction Level of Public Sector in Developing Countries-An Empirical Study of Automotive Repair Service Quality in Pakistan
This paper aims to investigate the factors which mainly affect the customer satisfaction level of automotive repair service quality being provided by the public sector organizations in Pakistan. A questionnaire was designed to measure the gap between the customer expectations and satisfaction about repair service quality. A total of 183 managers, supervisors and operators randomly selected from 100 customer organizations (public sector) responded to the questionnaire. Randomly collected data analyzed using software SPSS 19, Minitab 15, Six Sigma Techniques of Measurement System Analysis, Affinity Diagram, Pareto Analysis, SIPOC Analysis, Cause and Effect Matrix and Scatter plots. It was found that the timely availability of resources, technicians skill level and efficient fault diagnosis has significant impact on the service quality. This study provides good guide lines to public sector automotive repair service providing organizations to concentrate in these areas for the best satisfaction of their customers.
Tahir Iqbal Ahsan Rana Nawar Khan Shahzad Naeem Qureshi
all of National University of Science and Technology, Pakistan
国际会议
2011 Academy for Global Business Advancement(AGBAs)8th World Congress(全球商务发展学会第八届国际会议)
大连
英文
347-356
2011-09-15（万方平台首次上网日期，不代表论文的发表时间）