Achieving better revenue and customers’ satisfaction with after-sales services

Abstract

Purpose Branded car dealerships with best revenue by serviced car also have the best after-sales customers’ satisfaction level. The purpose of this paper is to present the analysis of the after-sales quality management practices adopted by dealerships with the best performance in terms of customer’s satisfaction and revenue and how such practices contribute to these results. Design/methodology/approach A multiple case study was performed with nine leader branded car dealerships in an emerging country, considering the entrance car. The performance indicators to evaluate customers’ satisfaction, revenue and operational indicators related to product support, brand manifestation and relationship with customers were identified. Quality management practices that support the best results achievement were analyzed. Findings The three dealerships that represent Asiatic brands have best customers’ satisfaction and revenue performance. These dealerships typically have different processes comparing with dealerships that represent European and American brands concerning to: continuous improvement management; warranties and stock management; services scheduling; offer bonuses to customers; and customers service that emphasizes focus on technical and commercial expertise. Originality/value This research considered indicators performance and, based on that, analyzed the dealerships’ practices that support the best performance. Such aspect has room for academic literature since the quality management research related to car industry focuses mainly on manufacturer and generates managerial insights to the car industry and its dealerships.

Excellence Through Downstream Innovation in Times of Pandemic: Insights from the Auto Sector

“… Authors Methodology Factors identified Key findings 1 James et al, ( 2020 ) ISM and AHP in auto service quality 9 auto garage challenges New model proliferation, new technology and service quality are key drivers 2 James and James, ( 2020 ) Graph theory—auto-garage service quality 7 quality factors of auto service garage Garage ambience, Support system, technician capability and repair reliability, 3 Strydom et al, ( 2020 ) Conceptual model testing using SEM Seven automotive service related measures Service resources to enhance service quality, customer satisfaction and customer retention to improve profitability 4 Chatterjee et al, ( 2020 ) Hypothesis testing using validation through survey Factors study on adoption of AI integrated CRM system Perceived usefulness; perceived ease of use; utilitarian attitude and hedonic attitude are the four characteristics that impact AI integrated CRM system 5 Hassan et al, ( 2019 ) A survey of the 135 SMEs Understanding benefits of social CRM (s-CRM) Adoption of ICT has direct and indirect impacts on s-CRM performance. Perceived value of s-CRM was an influential factor for ICT adoption and customer information management 6 Raut et al, ( 2020 ) TISM—automotive service sector 10 Green human resource management factors ‘Green culture, adoption of green strategy,’ coupled with ‘Green training and development’ are the two driving factors 7 Borchardt et al, ( 2018 ) Case study—9 best branded car dealers 5 processes for customer satisfaction and revenue Leadershi...…”

Evaluating after-sales service units by developing inverse network data envelopment analysis model

“…Ha et al (2016) discussed that, in manufacturing, service is just after-sales services, and it is vital as products. As addressed by Borchardt et al (2018), after-sales services are more sustainable income resource than the products. After-sales services can face with fluctuations in business via well-established connections with clients throughout the product life cycle.…”

Automobile manufacturers, marketing channels and consumer loyalty

“…In the automotive sector, Matzler et al (2004) evaluate only the attributes of the product and demonstrate that the quality of products is a key driver of satisfaction. Meanwhile Saccani et al (2006) and Borchardt, Souza, Pereira and Viegas (2018) evaluated the relevance of A/S satisfaction of car costumers. Thus, the present empirical research is opportune to support the notion that product attributes as well as after-sales service are critical aspects for consumers of durable goods such as cars.…”