Abstract
M.Ing. (Engineering Management)
The Nigerian automotive industry has failed to live up to expectations over the years owing
to its high dependence on the importation of motor vehicle products. However, its last
functioning sector remains active. The after-sales service remains a primary driver of
profitability and sustainability to both auto-service centres, retailers, and manufacturers in the
automotive industry. However, the demand for improved service quality has pushed the need
to understand the targeted customers, their perception of quality and how best to satisfy them.
This study evaluates the relationship between service quality and customer satisfaction in the
Nigerian automotive industry in a bid to recognize the perception of auto-repair clients
through their service experience(s) either in authorized or independent service centers or
workshops. The secondary sources came about from a detailed review of related case studies
and literature. The study obtained its primary data through a survey of the auto-repair service
customers in Nigeria. The findings identified the main drivers of customer perceived service
quality and satisfaction in the country and the mediating factors relating to service quality and
customer satisfaction in the Nigerian automotive industry. Furthermore, the study, through its
demography, intended to explain some of the limitations of quality services experienced in
auto-repair centres as well as the customer trends in the Nigerian Automotive Industry.
Finally, the study concluded by making recommendations in light of the findings, namely
how service providers can apply their businesses to improve profitability and how the
Automotive Industry can be stimulated by improving the standard of its last function wing.