Influence of Service Quality Delivery In The SMEs of The Motor Vehicle Repair Service Industry In Ghana.
Keywords:
Experience, Education and Equipment; Service Quality Delivery; SMEs Auto Repair Garages.Abstract
ABSTRACT
SMEs of automobile industry in Ghana provide services which are seen to have great impact on the economic development in the country, yet, their services are often said to be influenced by a number of factors. When this happens the image of the service provider is greatly affected. A number of cars in the country receive after sales services at SMEs in the automobile repair service garages as an alternative to standard dealership service centres. These service garages are mostly handicapped in terms of modern facilities among others in their quest to providing quality services to their prospective customers. This study focuses on determining the influence of quality services in the automobile service industry in Ghana with specific attention to the SMEs automobile garages in Cape Coast. Forty respondents were involved in the study. Quantitative techniques were used in this study. Chi-square was used to test for independence and to prove three hypotheses postulated in the study. The result of the hypothesis showed that the quality of services rendered by the SME’s in Automobile Service Garages is dependent on the level of education of the manager. Again the result showed that the Quality of Service provided by SME’s in the Automobile Garages is independent on the level of experience of the manager and the modern equipment used. The study therefore recommends that the managers of the SMEs in the automobile repair services garages should avail themselves for educational training whenever the need arises.
Key words: Experience, Education and Equipment; Service Quality Delivery; SMEs Auto Repair Garages.
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