Exploring the Determinants of Customer Satisfaction in Pakistan Automotive Industry

Abstract

Customer satisfaction is a measure of how happy the customer is with the product or service offering of a business. Customers could be highly satisfied, satisfied, neutral, angry, or very angry. Similarly, service quality measures how best the service is meeting the customer’s expectations. The customer satisfaction element is new to Pakistan automotive industry. The industry is still depending on selling cheap, low-quality products to the customer in order to increase market share. The purpose of this research is to create a customer satisfaction model for the automotive industry in Pakistan. The result at the end suggested that price, brand awareness, service quality, and Flexibility are the determinants of customer satisfaction for this industry. This research will open the way to expand the growth of industries and allow new competitors to enter the market with quality products.