Service Quality and Customer Satisfaction in the Post Pandemic World: A Study of Saudi Auto Care Industry

Abstract

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.

Service Quality and Customer Satisfaction: A Study of MyRapid in Malaysia

“…Cavana, Corbett, and Lo (2007) stated that assurance significantly impacts customer satisfaction with rail service. Other findings support that assurance contributes significantly to customer satisfaction (Shafiq, Mostafiz, & Taniguchi, 2019;Zygiaris et al, 2022). As such, we hypothesize: H1: Assurance has a positive relationship with customer satisfaction.…”

“…Several studies (Chen & Hu, 2010;Ok, 2018;Zygiaris, Hameed, Alsubaie & Rehman, 2022) focus on service quality related to customer satisfaction. For example, famous research from Parasuraman, Zeithaml, and Berry (1988) suggested that service quality is an important factor influencing customer satisfaction, comprising five dimensions: assurance, empathy, reliability, responsiveness, and tangibles.…”

The Relationship Between Participant Satisfaction, Perceived Service Quality, and Expenditures in A Sports Event

“…According to the results, participants assessed satisfaction more positively than service quality (Omar, Saadan, and Seman, 2015;Han, et al, 2021;Biscaia, Yoshida & Kim, 2021;Zygiaris, et al,2022). The staff dimension obtained the highest level of satisfaction (4.17±.67) and scored the highest for perceived service quality.…”

Service quality and patient satisfaction with private health care services in Albania

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