The authorized service after-sales service, customer satisfaction and impact: an application in the automotive industry in istanbul

Authorized service after sales services provided by this study investigates the relationship between customer satisfaction. Research of survey forms conducted to the car owners. Offered to after sales services satisfactions with customer satisfaction levels were determined if we look at whether there is a relationship or not with size of after sales services also. According to demographic variables it become different or not. Scope of this research, the car owners who has created the universe and benefited to authorized services. In this connection 2012-2013 academic year in İstanbul were reached to all of the car owners. They choose 1000 people from the main moss. Survey form demographic properties, after sales services, measuring of customer satisfaction and it consists 3 sections and 31 questions. There was a single survey form the combined sectiones. The security of data, frequencies, rates, and averages were calculated by them. Independent samples t-test and one way anova analysis used from the data. The sub-dimensions subjected for the correlation analysis between to relationships examined. As a result of the research, according to sub-dimensions after sales services. General car owner?s satisfaction at a high level according to it. There is not huge difference between to demographic changes with after sales services. Meaningful relationships have been identified with after sales services with sub-dimensions. Key Words: Automotive Sector, Authorized Service, Car Owners, Car Services, Customer Satisfaction.