EFFECT OF AFTER SALE SERVICES ON CUSTOMER SATISFACTION AND LOYALTY IN AUTOMOTIVE INDUSTRY OF ETHIOPIA BY KINDYE ESSA MUSTOFA ADDIS ABABA UNIVERSITY COLLEGE OF MANAGEMENT‚ INFORMATION AND ECONOMICS SCIENCE MASTER OF BUSINESS ADMINISTRATION PROGRAM August 2011 EFFECT OF AFTER SALE SERVICES ON CUSTOMER SATISFACTION AND LOYALTY IN AUTOMOTIVE INDUSTRY OF ETHIOPIA A Thesis Submitted to the School of Graduate Studies of Addis Ababa University in Partial Fulfillment to the Requirements
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CASE QUESTIONS: TOYOTA MOTOR CORPORATION: Launching Prius 1. What buyer value is created with the hybrid powertrain as implemented in the Prius? The value of the buyer is basically environment protection‚ cost-effective‚ fuel economical The consumers also demand for a larger‚ powerful‚ spacious and family-welcomed vehicle. 2. How attractive is the automobile industry? Does the hybrid powertrain technology make the industry more or less attractive? Why? The automobile is very
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Journal Article Review – Methodology We now move on to a discussion methodology‚ and the approach evident in the journal article. Methodology can be defined as the analysis of the principles or procedures of inquiry in a particular field. A methodology is a construct of the source and audience for which they are intended. For this reason‚ in an attempt to gain a better understanding of the methodologies adopted by the author‚ one must first understand the author‚ source and intended audience.
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Cumpolsory Case : “Toyota : Looking Far into the Future” A Brief History of Toyota 1) Toyota begins work on small car‚ a niche neglected by Detroit a. Toyopet is introduced in 1947. b. Reinvest profits from small cars into research and development 2) In 1957‚ Toyota performs its first American road test a. Modified Toyopet performs poorly‚ failing the road test due to heat and vibration b. Start over and by 1960 Toyota has a new Toyopet
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decisions. Second‚ although inefficient feedback system is observed‚ improvement of information sharing is not considered as an alternative because Doug requires specific solutions for seat problems after all feedbacks are shared and discussed. Analysis of Seat Problems Two major problems are observed: process and feedback management problems in TMM and quality control management issues in KFS. Failure of seat quality management in KFS caused most seat problems such as problematic (wrong‚ missing
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how the macro environment impacts upon industries 1. Introduction To answer this question‚ I will use Toyota as an example of an automotible industry within South Africa. An industry can be defined as a group of companies that satisfies a specific customer need. 2. Economic forces Since economic forces can change the health of the economy‚ they also have a direct impact on the broader industrial competitive environment. The four most important of these forces are: • the growth rate
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Customer care Caring about your customers — and showing it through your service — gives you a high return on the time‚ effort and money you invest. Loyal customers are well worth nurturing. They buy more‚ more regularly. And the cost of selling to them is almost nil‚ whereas finding new customers is an expensive business. Satisfied customers will recommend your product to others. Dissatisfied customers will complain about you to an average of ten other customers and potential customers
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the way the employees will behave the customers. In order to achieve this‚ there are some subtle behaviors that can send the most powerful messages to the customers. These involve the prompt initiation of the conversation‚ verbal greeting‚ getting customer committed which are all to welcome the customer as a guest. Hi is a good word with a smile on face to greet. Apart from these‚ icebreakers are also important which dispel the suspicious thoughts of the customers by using some compliments‚ comments
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Introduction Toyota is one of the world’s largest automobile manufacturers‚ selling over 9 million models in 2006 on all five continents. A Top 10 Fortune Global 500 enterprise‚ Toyota ranks among the world’s leading global corporations and is proud to be the most admired automaker‚ an achievement the company believes stems from its dedication to customer satisfaction. Toyota has been shaped by a set of values and principles that have their roots in the company’s formative years in Japan. The Toyota story
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Toyota Motor Manufacturing – Assignment #6 Mgmt 660 - Professor Suresh Chand Date: September 18‚ 2010 Toyota Assignment #6 (1) As Doug Friesen‚ what would you do to address the seat problem? Where would you focus your attention and solution efforts? What options exist? What would you recommend? Why? The first thing that should be addressed is finding what the actual reason for the problem is. In looking at the defect data from Exhibit 8‚ it identifies 5 seat defects that constitute
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