Wimalarathna, W.P.R.1, Deshika, N.P.T.2 and Perera, D.A.M.3
1KEISIE International University, Inc. Cedar Hill, TX, USA 75104
2,3Department of Accountancy, Faculty of Business Studies and Finance, Wayamba University of Sri Lanka, Kuliyapitiya, Sri Lanka
1priyanka@gmail.com, 2deshika.thilini@gmail.com, 3aminda@wyb.ac.lk
ABSTRACT
The relationship between businesses and their clients has long been a basic concern in any industry, and therefore preserving that relationship has been the primary emphasis of any business at present. This is an exploratory study aimed at determining how employees’ skills affect client satisfaction in the automobile industry in Kurunegala district, Sri Lanka. Using a multistage sample technique, 125 clients who visited the automobile sales center were chosen as the sample of this study. After a client purchased a vehicle, the client was given a self-administrated questionnaire, which was developed on the “Much Skills” matrix that covers three categories: Job focus, soft skills, and technical skills. A well-structured questionnaire with 35 items was utilized to collect data using a quantitative research technique. The questionnaire was distributed to 125 clients. A total of 117 questionnaires were filled up, and only and 106 questionnaires were fully completed. The five-point Likert scale was used to rate the participant’s view with a series of statements ranging from 1 to 5, with 1 indicating strong dissatisfaction and 5 indicating strong satisfaction. After the data has been collected, it was filtered and presented in the form of tables and graphs. The gathered data were coded and analyzed by SPSS (version 23). Along with the descriptive statistics, correlation analysis, chi-square, multiple regression, and factor analysis were used in the study’s analysis. Based on the sample, the findings suggest that the technical, soft, and job-related skills of employees have an impact on clients’ satisfaction. Finally, this research has provided an enhanced understanding of how organizations can improve client satisfaction. The findings of this study are essential for an organization to implement policies to achieve a higher competitive outcome, which leads to organizational success. This study contributes to the literature by increasing and improving the company’s existing information in order to increase customer satisfaction with after-sales service in the Sri Lankan automotive industry.
