Relating quality of service to customer satisfaction in the nigerian automotive service sector

Sendee quality and customer satisfaction are two management concepts that have transformed the operational productivity and competitive standards of businesses across industries. While several operational strategies are developed as a result of these two concepts, operational productivity will depend on the effect on specific quality attributes that influences the consumer's judgment on their service experience. In developing countries, where unstructured and unregulated business practices sum up the characteristics of the automotive after-sale industry, it is then difficult for service providers to employ operation strategies developed to only suit structured business organizations. Instead, a customer approach provides a simplified approach to improving operational productivity. This study evaluates the relationship between service quality and customer satisfaction in the Nigerian automotive industry in a bid to recognize the perception of auto-repair clients through their sendee experience(s). Primarily focusing on four-wheeled automobile maintenance sendees, 200 respondents were obtained from passenger vehicle owners and make patronize auto-repair operators in Lagos state, Nigeria. Quantitative data analysis employed a mean item score, and regression analysis. The findings revealed that while service quality related to satisfaction, attributes such as empathy, reliability and assurance were responsible for their relationship. This studies outcome intends to create awareness for quality parameters that improve productivity and spark more discussion on the applicability of these sendee concept in the Nigeria automotive after-sales sector.