Integrating customer requirements in the design of service processes in South African motor dealership

Hodgkinson, Peter

Title: Integrating customer requirements in the design of service processes in South African motor dealership
Creator: Hodgkinson, Peter
Subject: Automobile industry and trade -- Customer services
Subject: Automobile industry and trade -- South Africa
Subject: Customer services -- Quality control
Date Issued: 2000
Date: 2000
Type: Thesis
Type: Masters
Type: MTech
Identifier: vital:10837
Identifier: http://hdl.handle.net/10948/30
Identifier: Automobile industry and trade -- Customer services
Identifier: Automobile industry and trade -- South Africa
Identifier: Customer services -- Quality control
Description: The Motor Industry is set in a highly competitive and dynamic global arena constantly shaped by both external and internal forces. From an organisations point of view many of the external or macro forces are largely uncontrollable. Against this backdrop, players in the South African Motor Industry need to find new methods of differentiating themselves from competitors – One manner of performing this strategy is for Motor Dealerships to understand, meet or exceed customer requirements. In this research, the literature survey revealed the concepts of Total Quality Management (TQM) and fail-safing, the meaning of superior customer service and the importance of customer loyalty and retention. Customer service excellence levels of three Williams Hunt dealerships in the Port Elizabeth – Uitenhage metropole were measured by utilizing the SERVQUAL instrument for calibrating service quality. Customer expectations and perceptions were determined by means of the empirical study which yielded a service quality “gap.” From analysis of this gap and related findings, suggested improvements were suggested as a guideline for dealerships to utilise with the aim of improving customer service levels.
Format: x, 113 leaves
Format: pdf
Publisher: Port Elizabeth Technikon
Publisher: Faculty of Management, Business Administration
Language: English
Rights: Nelson Mandela Metropolitan University

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