Improving the domestic automotive after-sales service industry on alleviating consumer anxiety

Abstract

BackgroundAnxiety psychology is a component of anxiety and a common psychological phenomenon. Individuals in an anxious state feel scared, nervous, or even frightened. Consumers are more likely to experience anxiety when facing transactions with large amounts of money. Alleviating consumer anxiety is beneficial for enhancing consumer trust in businesses, establishing a good brand image, and reflecting the professional level of employees in the automotive after-sales service industry.Subjects and MethodsThe research employed computer-based searches on Pub Med, EMBase, and the Chinese Biomedical Literature Database to gather strategies to mitigate consumer anxiety. Twenty individuals exhibiting anxiety as consumers were selected and subsequently randomly divided into two groups. One group received enhanced after-sales services, while the other received standard ones. Meta-analysis of various indicators was conducted utilizing RevMan 5.20 software.ResultsAccording to the results of the meta-analysis, improving after-sales service after the transaction is completed is significantly more effective in alleviating consumer anxiety than not improving after-sales service, with a statistically significant difference (RR=1 26, 95% CI=1.07-1 49, P=0.006), indicating that improving the level of automotive after-sales service has a specific effect on alleviating consumer anxiety.ConclusionsConsumer anxiety is an essential factor affecting transaction completion. To increase market share in the automotive industry, adequate measures must be taken to improve after-sales service. Research on the impact of the domestic automotive after-sales service industry on alleviating consumer anxiety is of great significance for the development of the automotive industry.