Title: The drivers of customer satisfaction and loyalty in automotive aftermarket industry

Authors: Jyoti Kumar Chandel; Syed Aulia Mohiuddin; G.P. Mishra

Addresses: Department of Management, Birla Institute of Technology, Mesra, Jaipur Campus, Rajasthan, India ' Department of Management, Middle East College, Muscat, Sultanate of Oman ' Department of Management, Birla Institute of Technology, Mesra, Jaipur Campus, Rajasthan, India

Abstract: Global automotive aftermarket industry is witnessing significant developments and disruptions. Hence, automotive companies are constantly looking for better insights of customers and subsequently attempting to design effective marketing strategies. This study attempts to examine drivers of customer satisfaction and loyalty in automotive aftermarket industry. Study also aims to develop model to examine the structural relationships between the constructs of service quality, product quality, price fairness, customer loyalty and customer satisfaction in automotive aftermarket industry using partial least square-structural equation modelling (PLS-SEM). Mediating role of customer satisfaction has been examined. Primary data for this study was collected from the customers of automobile service centres through multi-stage sampling in the Sultanate of Oman. Results of model testing have demonstrated high predictive power of the model. Customer satisfaction has been found to be partially mediating in the relationships of service quality and customer loyalty and price fairness and customer loyalty.

Keywords: service quality; product quality; price fairness; customer loyalty; customer satisfaction; automotive aftermarket.

DOI: 10.1504/IJBEX.2023.129101

International Journal of Business Excellence, 2023 Vol.29 No.3, pp.351 - 371

Received: 29 Mar 2020
Accepted: 23 Jun 2020
Published online: 20 Feb 2023 *

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