چكيده به لاتين
Abstract:
After-sales service organization is an important part of the automotive companies addition to the portion of the revenues in this area . Due to an ongoing relationship with the customer can also influence customer satisfaction and repurchase of the company's products is very important . And the measurement and analysis methodology as a means of improving customer satisfaction goals after-sales service network are used.
This article aims to develop a model for measuring customer satisfaction automotive industry and determine the severity of influence of each factor has been done,and by providing a comprehensive model and a new approach compared to past research that has been done
In this study, a questionnaire was designed based on all the features customers on data from 385 samples in the whole country, factor analysis and extraction factors was performed by SPSS software . And 5 factors were extracted with more than one specific amount, named factors based on indicators of its subsidiaries titled service quality, impact and accountability, cost, time , side effects affecting the quality of services was done .
Structure validated by confirmatory factor analysis was performed with LISREL software and by correlation of each factor and index subset with the general satisfaction of representing automotive ,importance of each factor and indicators was determined and the most optimal model for measuring and analyzing customer satisfaction in after-sales service of SAIPA company was presented.
The methodology applied in the study of target applications, and based on how the collection is exploratory and descriptive data.
Keywords: After-sales service, Customer satisfaction, Exploratory factor analysis, Quality service , Saipa Yadak .
