Customer Satisfaction Review Of Literature In Car Industry

Articles and secondary data related to the case were reviewed and found the existing gaps.

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However, the reliability of the mechanic has no significant positive relationship with the satisfaction of customers.

The results also indicate that customer satisfaction has a direct positive relationship with customer loyalty.

It is, therefore, important for mechanics do their best to satisfy these customers for them to remain loyal.

The findings indicate the importance of empathy, assurance, responsive and tangibles in mechanic service delivery.

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The purpose of this paper is to understand the relationship between service quality, customer satisfaction and the loyalty of car owners.

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