The rules must provide a precise system for assigning numerical values to differentiate and order levels of the concept. It involves developing a set of rules to assign numbers to represent a concept. 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.Measurement is an abstraction. 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. 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.
The customers ranked solving problems through maintenance, accuracy of documentation and competency of service technicians as the top three priorities of their assessment on after-sales services. 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 analysis made used of Kano’s Model and Kendall’s Coefficient of Concordance. Methodology: A mixed ap-proach was used in the data collection through questionnaire administration and interviews. Kano Model, Customer Satisfaction, Service Quality, Automobile IndustryĪBSTRACT: Purpose: The study examined the role of after-sales services on customer satisfaction using CFAO Motors as a case study. Īfter-Sales Service and Customer Satisfaction in the Automobile Industry in an Emerging EconomyĪUTHORS: Charles Adusei, Isaac Tweneboah-Koduah American Journal of Health-System Pharmacy, 65, 2276-2284. (2008) Validity and Reliability of Measurement Instruments Used in Research.
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