- BDU IR Home
- →
- Bahir Dar Institute of Technology (BiT)
- →
- Faculty of Mechanical and Industrial Engineering
- →
- Production Engineering
- →
- Thesis
- →
- View Item
JavaScript is disabled for your browser. Some features of this site may not work without it.
| dc.contributor.author | Beza, Ayenachew | |
| dc.date.accessioned | 2024-12-19T07:25:23Z | |
| dc.date.available | 2024-12-19T07:25:23Z | |
| dc.date.issued | 2024-04 | |
| dc.identifier.uri | http://ir.bdu.edu.et/handle/123456789/16409 | |
| dc.description.abstract | The purpose of this study was to evaluate Ries Engineering Corporate client’s level of satisfaction, identify service quality attributes and prioritize the attributes of quality through the combination of SERVQUAL and Kano model. This descriptive research used the primary data gathering method which is mainly the purposive sampling method both in selecting companies who are clients of the research case automotive firm and individual responders working in the selected client companies of RESCO. Moreover, the researcher used secondary data sources to make cause and effect analyses on customers’ complaints using documented written feedback taken from September 2020 up to February 2021. Though it is extremely difficult to engage in such practical and action-based research at the individual level where relevant research data are accessible with the willingness of the management, this research paper tried to reveal that the satisfaction level of RESCO automotive industry customers is very low. The experience of customers in terms of Abraham Maslow’s hierarchy of needs could be stated as the research case automotive firm (RESCO) is not able to fulfil at least the bottom level customer needs. Reliability of services offered responsiveness to customers inquires and the consistency in the delivery of the promised or scheduled services are not being met by the company. Data results of SERVEQUAL questionaries and Kano model of prioritization reveals that the research case automotive firm must focus on improving quality service attributes of reliability, tangibility and empathy and implement innovative technologies of service provisions and build transparent platform with clients to keep its customers delighted and hold the first position in their choice. Though the selected customers of this research do not have plenty of choice in getting comprehensive alternative services given by the case automotive firm, the research case automotive firm should improve the quality of its service based on its customer’s voice so to sustain its existence in the fast-changing customer-oriented global market ecosystem. | en_US |
| dc.language.iso | en_US | en_US |
| dc.subject | Mechanical and Industrial Engineering | en_US |
| dc.title | IMPROVING SERVICE QUALITY IN THE ETHIOPIAN AUTOMOTIVE INDUSTRY AND THE IMPLICATIONS ON BUSINESS PERFORMANCE: THE CASE OF (RIES ENGINEE | en_US |
| dc.type | Thesis | en_US |
