The role of employee-customer interactions in enhancing service quality, satisfaction, and loyalty in German electric vehicle repair shops

Abstract

This study explores how direct interactions between employees and customers affect service quality, customer satisfaction, and loyalty in electric vehicle (EV) repair shops in Germany. Using a quantitative research design with a positivist approach, surveys were conducted with both customers and employees of these repair shops. Well-established tools like SERVQUAL for measuring service quality, Customer Satisfaction Score for customer satisfaction, and customer loyalty metrics were used to understand the role of these interactions. The research tested whether effective employee-customer interactions lead to better service quality, satisfaction, and loyalty. To ensure reliability and validity, the data were analyzed using methods like Cronbach’s alpha for reliability and non-parametric tests for demographic insights. Ethical considerations, such as ensuring confidentiality and voluntary participation, were carefully followed. The findings shed light on strategies for improving customer service in the EV repair industry. They offer practical recommendations for enhancing interactions between employees and customers, aiming to help repair shops deliver exceptional service, improve customer satisfaction, and build long-term loyalty in a market that continues to grow. As an exploratory study, these findings provide foundational insights and emphasize the need for further research incorporating qualitative methods to deepen understanding of customer dynamics in this evolving sector.