Enhancing Customer Experience in Automobile Dealerships:  A Research-Based Study on Consumer Expectations and Service Quality

Author(s)	SAMAIRA KHAN, Dr. JYOTI SAH, Prof. Dr. BHAWANA SHARMA
Country	India
Abstract	Customer experience has become one of the strongest differentiators for automobile dealerships in India. In a market where multiple brands offer similar product features and price points, the quality of service and customer interaction is what decides whether consumers choose a particular dealership. This research paper examines the main elements of customer experience, the expectations customers bring along with them before they visit a dealership, and the role of service quality in shaping satisfaction and loyalty. The study is based on secondary data, existing literature, and practical observations of dealership practices in India. The results indicated that communication, staff behavior, transparency, timeliness, and after-sales support were the top drivers of customer satisfaction. This paper concludes that enhancement of these factors can lead to greater improvement in overall experience and higher retention of customers, referrals, and brand trust.
Field	Business Administration
Published In	Volume 6, Issue 6, November-December 2025
Published On	2025-11-26
DOI	https://doi.org/10.63363/aijfr.2025.v06i06.2254
Short DOI	https://doi.org/hbdstd

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Advanced International Journal for Research