An investigation into after-sales service in the South African motor industry
Master Thesis
1993
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University of Cape Town
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Abstract
This thesis looks at after-sales service in the South African motor industry, an area where very little research has been published. The aims of the project, in addition to just gaining a better understanding of the broad subject, were to find out the relative importance, in the mind of the customer, of the car or dealer service, as well as factors such as reliability, the standard of work done by dealers, on-time delivery, etc. other aims were to compare the service received by customers with different makes of car and relate the importance of different factors to respondent characteristics such as gender, age, etc.
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Includes bibliographical references.
Reference:
Gordon, E. 1993. An investigation into after-sales service in the South African motor industry. University of Cape Town.