and evaluates this dissertation from a holistic way. The aims and objectives in this research are satisfied to certain extent, partly due to the complete theoretical underpinning and partly due to the proper approaches selected. Results indicate that customers are more satisfied with assurance and responsiveness, while less content with reliability. However, reliability is reported to be the most important aspect of customer satisfaction. The recommendation for VW is to enroll more experienced receptionists and technicians, conduct employee trainings, and set clear rules for those employees. Furthermore, the facilities could be upgraded, so that customers would have more positive experience. Besides, membership and loyal program could be adopted to further enhance customer satisfaction and customer loyalty. For future research, the relationship between different dimensions of customer satisfaction and customer loyalty, as well as the influence of personal characters on customer satisfaction in the automotive industry could be explored.
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