customer satisfication
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 for the Degree of
Master of Business Administration
By
Kindye Essa Mustofa
Advisor
Fessha Afewerk (Asst. Prof)
ADDIS ABABA UNIVERSITY
COLLEGE OF MANAGEMENT, INFORMATION AND ECONOMICS SCIENCE
MASTER OF BUSINESS ADMINISTRATION PROGRAM
August 2011
Addis Ababa, Ethiopia
EFFECT OF AFTER SALE SERVICES ON CUSTOMER SATISFACTION
AND LOYALTY IN AUTOMOTIVE INDUSTRY OF ETHIOPIA
By
Kindye Essa Mustofa
Approved by the Board of Examiners:
______________________ ___________________ __________________
Advisor
Signature
Date
______________________ ___________________ __________________
Examiner
Signature
Date
Declaration
I the undersigned, declare that this thesis entitled effect of after sale services on customer satisfaction and loyalty in automotive industry of Ethiopia is my original work which has not been presented for a degree in any other university and that all sources of material used for the thesis have been dully acknowledged.
Declared by
Kindye Essa
----------------
-------------------
Student
Signature
Date
Confirmed by
Fessha Afewerk (Asst. Prof) -------------------
-------------------
Advisor
Date
Signature
Dedication
This paper is dedicated to my previous work.
“Sometimes in order to see the light, you have to risk the dark!!!”
i
Acknowledgement
This thesis would not have been completed without the support and assistance of Addis Ababa
University and many people. I wish to
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 for the Degree of
Master of Business Administration
By
Kindye Essa Mustofa
Advisor
Fessha Afewerk (Asst. Prof)
ADDIS ABABA UNIVERSITY
COLLEGE OF MANAGEMENT, INFORMATION AND ECONOMICS SCIENCE
MASTER OF BUSINESS ADMINISTRATION PROGRAM
August 2011
Addis Ababa, Ethiopia
EFFECT OF AFTER SALE SERVICES ON CUSTOMER SATISFACTION
AND LOYALTY IN AUTOMOTIVE INDUSTRY OF ETHIOPIA
By
Kindye Essa Mustofa
Approved by the Board of Examiners:
______________________ ___________________ __________________
Advisor
Signature
Date
______________________ ___________________ __________________
Examiner
Signature
Date
Declaration
I the undersigned, declare that this thesis entitled effect of after sale services on customer satisfaction and loyalty in automotive industry of Ethiopia is my original work which has not been presented for a degree in any other university and that all sources of material used for the thesis have been dully acknowledged.
Declared by
Kindye Essa
----------------
-------------------
Student
Signature
Date
Confirmed by
Fessha Afewerk (Asst. Prof) -------------------
-------------------
Advisor
Date
Signature
Dedication
This paper is dedicated to my previous work.
“Sometimes in order to see the light, you have to risk the dark!!!”
i
Acknowledgement
This thesis would not have been completed without the support and assistance of Addis Ababa
University and many people. I wish to