Abstract
For the growth of any industry, services play an essential role. Customers are more aware of the type of services they receive, and the expectations from the service providers are very high. Twenty-two percent total Gross Domestic Product (GDP) of the country is generated through the automotive industry. Global automotive majors have entered India and have dramatically changed the country's car production scenario. Changes to international technology design and adaptation have helped Indian car manufacturing compete globally, facing worldwide challenges. Considering services' high significance and essential role in the automobile industry, this study examined customer satisfaction with after-sales service experiences in the automobile sector—this paper analyses customer satisfaction concerning automotive service interactions. The conceptual framework explains the impact on customer satisfaction in various car industries from various experiences, including employee behaviour, service lead time, service quality, service processes, and service costs. The respondents from Bangalore were selected. The data collection sampling approach used was convenience sampling. In a standardized questionnaire, data is collected from 400 respondents. The results demonstrate the substantial influence of service interactions on customer satisfaction.
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