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An Investigation Of Service Quality Within Irish Franchised Motor Dealerships, Clive Atkinson

Theses

This study investigates service quality within franchised motor dealerships from the perspective of thirty-eight persons working in the roles of Dealer Principal, After-Sales Manager or Service Manager in dealerships operating under the Volkswagen group of brands in Ireland (VW, Audi, SEAT and Skoda). With approximately 2.3 million cars on Irish roads, more than two thirds of the Irish adult population encounter car service experiences on a regular basis. Regardless of brand or dealership type, the quality of vehicle service experience is paramount for customer retention. Despite this, however, service quality within Irish motor dealerships remains an under-explored area. Qualitative analysis …