A Study on Services Provided by Automobile Industry and its Impact on Customer Satisfaction

Abstract: This research paper explores how services provided by the automobile industry influence customer satisfaction and purchasing decisions. The study evaluates pre-sales, sales, after-sales, staffing quality, and brand characteristics. A structured questionnaire was used to collect data from 150 respondents. The results show that after-sales services, staff behavior, and brand image significantly impact customer satisfaction. The paper uses SPSS for regression analysis to test hypotheses and offers insights into improving service delivery for better customer retention and brand loyalty. Keywords: Automobile Services, Customer Satisfaction, After-Sales Service, Purchase Decision, Brand Image, Staffing Quality