Identifying the critical factors driving the quality of After-sales services in the Nigerian automotive industry

John Aiyesehinde, Clinton Aigbavboa

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

1 Citation (Scopus)


The strategic service quality approach has without a doubt improved the operational productivity of service-oriented businesses across several industries. While its implementation remains vital to maintaining sustainability and competitive edge in the automotive service sector, the principal approach is to concentrate on the factors which have the highest impact on customers and the interpretation of their experience. This paper identifies the various critical factors driving the quality of after-sales services in the Nigerian automotive industry. From the two hundred (200) valid questionnaire returned from vehicle repair customers located in Lagos Nigeria, data analysis was carried out using the mean item score and exploratory factor analysis. The findings revealed that the tangible quality attributes of car repair services were the most influential among the three critical factors of service quality identified (reliability, tangibles, empathy), based on customers experience and perceptions. The study suggests that the quality perception of auto services should improve if car repairers improve the physical appearance of their business area, facility, equipment, and mechanics as well. The outcome of the investigation is expected to ignite more discussions that address the present state and appearances of automobile service centres, workshops or the mechanic villages found in Nigeria.

Original languageEnglish
Title of host publicationIEEE AFRICON 2019
Subtitle of host publicationPowering Africa's Sustainable Energy for All Agenda: The Role of ICT and Engineering, AFRICON 2019
PublisherInstitute of Electrical and Electronics Engineers Inc.
ISBN (Electronic)9781728132891
Publication statusPublished - Sept 2019
Event2019 IEEE AFRICON, AFRICON 2019 - Accra, Ghana
Duration: 25 Sept 201927 Sept 2019

Publication series

NameIEEE AFRICON Conference
ISSN (Print)2153-0025
ISSN (Electronic)2153-0033


Conference2019 IEEE AFRICON, AFRICON 2019


  • Aftermarket
  • Automotive
  • Customer
  • Service Quality

ASJC Scopus subject areas

  • Computer Science Applications
  • Electrical and Electronic Engineering


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