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Bi, J. and Wang, X. (2013) Integrating Kano’s Model and Quality Function Deployment to Evaluate Exposition from the Perspective of Exhibitors, 2013. International Conference on Quality, Risks, Maintenance, and Safely Engineering, Chengdu, 15-18 July 2013, 1976-1979. https://doi.org/10.1109/QR2MSE.2013.6625967

has been cited by the following article:

• TITLE: After-Sales Service and Customer Satisfaction in the Automobile Industry in an Emerging Economy

  AUTHORS: Charles Adusei, Isaac Tweneboah-Koduah

  KEYWORDS: Kano Model, Customer Satisfaction, Service Quality, Automobile Industry

  JOURNAL NAME: Open Access Library Journal, Vol.6 No.1, January 25, 2019

  ABSTRACT: Purpose: The study examined the role of after-sales services on customer satisfaction using CFAO Motors as a case study. Methodology: A mixed ap-proach was used in the data collection through questionnaire administration and interviews. The analysis made used of Kano’s Model and Kendall’s Coefficient of Concordance. Results: The result indicated that maintenance (M) = 43 and inspection (O) = 41 were the highest scores of the major categories under customer requirement on “must-be” requirement and “one-dimensional” requirement respectively. The customers ranked solving problems through maintenance, accuracy of documentation and competency of service technicians as the top three priorities of their assessment on after-sales services. The service technicians revealed that competition coupled with insufficient hands on the job as a major challenge to after-sales services while the Workshop Manager indicated that customers were reminded of their next servicing schedule through sticker which was placed in the car to show scheduled service time. Conclusion: The study concludes that CFAO Motor must be customer-centric organization through deployment of effective marketing strategies to build long term relationships with stakeholders to better its performance. Originality: This is the first time in the Ghanaian context where a mixed method and the application of the Kano Model have been used on automaker dealer after-sales services.