عنوان مقاله [English]
نویسندگان [English]چکیده [English]
This study aimed to assess factors affecting customer satisfaction of service after the sale has taken place, to review the factors and solutions in order to helpParsKhodro Company increase customer satisfaction. One way to achieve customer satisfaction, identify customer needs and ultimatelytake the necessary steps to meet those needs.Statistical population of the study includes 179 customers of Parskhodro dealers.Through several interviews with researchers at ISQI,the current needs of the after sales service customer have been identifiedand by designing a customer satisfaction questionnaire about after sales service, they’ve been measured the level ofcustomers’ satisfaction to the representatives in the spring of 1395. in order to test of hypotheses using structural equation method, SPSS and LISREL software were used to analyze the data. The set of results indicated that all identified factors are affective in customer satisfaction of after-sales services and “the explanation provided when car is permitted and the quality of the periodic services” has the greatest impact and the availability of access to the agency has the least impact on overall customer satisfaction.Also, all factors except the cost of payment are in a positive and appropriate situation.