Identifying the critical factors driving the quality of After-sales services in the Nigerian automotive industry

The strategic service quality approach has without a doubt improved the operational productivity of service-oriented businesses across several industries. While its implementation remains vital to maintaining sustainability and competitive edge in the automotive service sector, the principal approach is to concentrate on the factors which have the highest impact on customers and the interpretation of their experience. This paper identifies the various critical factors driving the quality of after-sales services in the Nigerian automotive industry. From the two hundred (200) valid questionnaire returned from vehicle repair customers located in Lagos Nigeria, data analysis was carried out using the mean item score and exploratory factor analysis. The findings revealed that the tangible quality attributes of car repair services were the most influential among the three critical factors of service quality identified (reliability, tangibles, empathy), based on customers experience and perceptions. The study suggests that the quality perception of auto services should improve if car repairers improve the physical appearance of their business area, facility, equipment, and mechanics as well. The outcome of the investigation is expected to ignite more discussions that address the present state and appearances of automobile service centres, workshops or the mechanic villages found in Nigeria.