%0 Journal Article
%T After-Sales Service and Customer Satisfaction in the Automobile Industry in an Emerging Economy
%A Charles Adusei
%A Isaac Tweneboah-Koduah
%J Open Access Library Journal
%V 6
%N 1
%P 1-21
%@ 2333-9721
%D 2019
%I Open Access Library
%R 10.4236/oalib.1105167
%X <div style="text-align:justify;">
	<span style="line-height:1.5;">Purpose: The study examined the role of after-sales services on customer satisfaction using CFAO Motors as a case study. Methodology: A mixed ap-proach was used in the data collection through questionnaire administration and interviews. The analysis made used of Kano¡¯s Model and Kendall¡¯s Coefficient of Concordance. Results: The result indicated that maintenance (M) = 43 and inspection (O) = 41 were the highest scores of the major categories under customer requirement on ¡°must-be¡± requirement and ¡°one-dimensional¡± requirement respectively. The customers ranked solving problems through </span><span style="line-height:1.5;">maintenance, accuracy of documentation and competency of service technicians as the top three priorities of their assessment on after-sales services. The service technicians revealed that competition coupled with insufficient hands on the job as a major challenge to after-sales services while the Workshop Manager indicated that customers were reminded of their next servicing schedule through sticker which was placed in the car to show scheduled service time. Conclusion: The study concludes that CFAO Motor must be customer-centric organization through deployment of effective marketing strategies to build long term relationships with stakeholders to better its performance. Originality: This is the first time in the Ghanaian context where a mixed method and the application of the Kano Model have been used on automaker dealer after-sales services.</span>
</div>
%K Kano Model
%K Customer Satisfaction
%K Service Quality
%K Automobile Industry
%U http://www.oalib.com/paper/5303149