Increasing Customer Satisfaction on After Sales Service by Simulation Modeling in an Automobile Company
This study aims to apply simulation technique on after sales-service in automobile field in Palestine, using UMT Co. service center as a case study, to increase customer satisfaction by reducing waiting time and total average service time. The study model was designed based on empirical data, and consisted of two main types of service: repairing visit and maintenance visit. The results showed that reducing total average service time and waiting time could be obtained by dividing the garage processes into two divisions (periodic check with two lifts and two workers, the other division with nine lifts and nine workers work on all vehicles repair). Reducing the waiting time required for the maintenance and repair increased customer satisfaction. Also, the study showed that the absence of one worker or increasing the number of cars arrival by 23%, still works as the best approach to keep the same level of customer satisfaction under the same conceptual model. This study recommends the need for dividing or categorizing the operation of repairing and maintenance into two divisions: repair and maintenance, to reduce the total time spent in each visit that directly and positively enhance customer satisfaction.