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Effects of Customer Support on Service Quality and Customer Satisfaction in the Automobile Industry

Author

Listed:
  • Kasibe Siyamtanda

    (Walter Sisulu University)

  • Arthur Mapanga

    (Walter Sisulu University)

  • Mvuyisi Mabungela

    (Walter Sisulu University)

Abstract

Customer satisfaction is a key driver of competitive advantage in the automobile industry. Understanding how customer support influences perceived service quality becomes increasingly important as service expectations rise. This study investigates the role of customer support in shaping service quality perceptions and its impact on overall satisfaction. A quantitative survey of 504 customers across various industries assessed perceptions of service quality, support effectiveness, and satisfaction levels. Results show that customer support significantly strengthens the relationship between service quality and satisfaction. Customers receiving higher levels of support reported greater satisfaction. These findings highlight the need for organisations to deliver high-quality services and invest in robust support systems. The study offers empirical evidence and practical insights for adopting a customer-centric approach to enhance loyalty and sustain market competitiveness. Key Words:customer support, customer satisfaction, customer loyalty, service quality, Automobile industry, South Africa

Suggested Citation

  • Kasibe Siyamtanda & Arthur Mapanga & Mvuyisi Mabungela, 2025. "Effects of Customer Support on Service Quality and Customer Satisfaction in the Automobile Industry," International Journal of Business Ecosystem & Strategy (2687-2293), Bussecon International Academy, vol. 7(6), pages 43-54, December.
    • Handle: RePEc:adi:ijbess:v:7:y:2025:i:6:p:43-54
    DOI: 10.36096/ijbes.v7i6.996
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    File URL: https://bussecon.com/ojs/index.php/ijbes/article/view/996
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