Effect of Services Innovations on Customer Satisfaction Mediating role of Relationship Improvement in auto Industry

Abstract

The study examines how service innovation affects customer satisfaction and relationship quality. This study uses customer satisfaction and relationship improvement to predict automotive service innovations. Honda and Toyota users in Lahore were surveyed using a quantitative approach to collect data. Honda 190 and Toyota 115 comprise the 305 sample. Non-probability data collection. Sample proportionally stratified. Factor analysis improves construct validity and reliability. regression analysis and Sobel test for hypothesis acceptance or rejection and mediation effects. This study found a positive and significant relationship between the independent, mediating, and dependent variables. Dealers and agents may be included to generalize the findings. Quantitative methods can reveal customer satisfaction factors. This research can help analyses customer care and management.