University of Zimbabwe Institutional Repository

An investigation into the link between service quality and customer satisfaction in the motor service industry in Zimbabwe

Show simple item record

dc.contributor.author Mdhluli, Cliff
dc.date.accessioned 2017-01-17T06:52:47Z
dc.date.available 2017-01-17T06:52:47Z
dc.date.issued 2016-11
dc.identifier.citation Mdhluli, C. (2015). An investigation into the link between service quality and customer satisfaction in the motor service industry in Zimbabwe. (Unpublished thesis material). University of Zimbabwe. en_US
dc.identifier.uri http://hdl.handle.net/10646/2905
dc.description.abstract The research is an investigation to establish whether a link exists between service quality and customer satisfaction in automobile repair industry in Zimbabwe. Numerous researches have been done in other service industries but very little in the automobile repair industry. The primary objective was to establish the link between service quality and customer satisfaction and determine which service quality dimensions are important to the customer in this industry in Harare. Convenience sampling was used to distribute 105 questionnaires to a few automobile repair centres in urban Harare. The questionnaire consisted of a Likert scale from 1 to 5 on various statements under the various dimensions of service quality and satisfaction. The research findings indicated that gender is not related to satisfaction. Results also indicated that a link does exist between service quality and satisfaction and reliability and responsiveness are considered highly by the customers in the study. The gap score analysis revealed that customers are dissatisfied with the assurance, empathy and tangibility dimensions. Results also showed a relatively weak to moderate correlation to satisfaction implying there are other factors that could lead to customer satisfaction besides the five dimensions of service quality. In conclusion, a link was established with satisfaction and reliability and responsiveness were discovered to be of considerable importance to the customers in urban Harare. The researcher recommended that service managers should ensure that service quality is high in order to ensure that their customers are satisfied. It was recommended that service managers keep communicating with their customers during and after the service process. This can also enable them to inform management on strategies to improve service quality and thus ensure a satisfied customer. en_US
dc.language.iso en_ZW en_US
dc.subject Service quality en_US
dc.subject Customer satisfaction en_US
dc.subject Automobile industry en_US
dc.subject Customer en_US
dc.title An investigation into the link between service quality and customer satisfaction in the motor service industry in Zimbabwe en_US
dc.contributor.registrationnumber R016082K en_US
thesis.degree.advisor Madzikanda, David Dean
thesis.degree.country Zimbabwe en_US
thesis.degree.discipline Graduate School of Management en_US
thesis.degree.faculty Faculty of Commerce en_US
thesis.degree.grantor University of Zimbabwe en_US
thesis.degree.grantoremail specialcol@uzlib.uz.ac.zw
thesis.degree.level MSc en_US
thesis.degree.name Master of Business Administration en_US
thesis.degree.thesistype Thesis en_US
dc.date.defense 2015-08


Files in this item

This item appears in the following Collection(s)

Show simple item record

Search UZeScholar


Advanced Search

Browse

My Account

xmlui.statisticsGoogleAnalytics.Navigation.title