Factors influencing customer loyalty in 3rd party automotive shops
thesisposted on 2021-06-15, 14:09 authored by Canveet Randhawa
This study aims to address the current gaps in knowledge by identifying the main factors that influence customer loyalty to third-party automotive repair shops and provide strategies so that the latter can enhance customer loyalty and retention. The study focuses on third-party independent, automotive repair and service because of the limited and incomplete research on customer loyalty and strategies for improving business processes in this context. The dependent variable was Customer Loyalty and the independent variables were: Service Quality, Perceived Value, Trust, Habit, Reputation & Servicescape. The study found that Service quality, Trust and Reputation have a significant influence on customer loyalty on third party automotive shops.