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The results also indicate that customer satisfaction has a direct positive relationship with customer loyalty.The results further indicate that empathy and reliability of the mechanic have a significant positive relationship with customer loyalty; however, the assurance, responsiveness and tangibles have no significant relationship with customer loyalty.
First, in these countries, a vast majority of these technicians seems to have no formal training certification.
Second, an average of 70,146 used cars is imported into Ghana every year (Modern Ghana, 2008).
These cars are used by the majority of the citizenry, and manufacturers of these cars do not have dealers in the Ghanaian environment for routine services.
The purpose of this paper is to understand the relationship between service quality, customer satisfaction and the loyalty of car owners.
The aim is to understand the relative importance of the various service quality dimensions to Ghanaian car owners as to what drive satisfaction and whether this satisfaction has implication on their loyalty.