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| Author: | Meinig, W. |
| Title: | Dealer satisfaction and its significance with regard to the relationship between authorized car dealers and manufacturers/importers. |
| Journal: | Markt
1998 : VOL. 37:1, p. 12-20 |
| Index terms: | CAR RETAIL INDUSTRY CAR INDUSTRY CO-OPERATION CONSUMER SATISFACTION BRAND LOYALTY GERMANY |
| Language: | eng |
| Abstract: | The way in which a dealer is treated by its manufacturer has decisive influence on the dealer's commitment to the brand as well as on the dealer's business success. Therefore an examination of dealer satisfaction or dissatisfaction has become strikingly important during the last few years. For this purpose a questionnaire has been developed by the Forschungsstelle Automobilwirtschaft in Bamberg with the aim to assess the Dealer Satisfaction Index (DSI). The main objective of the questionnaire is to evaluate the significance of various factors with regard to business success, and to provide a profound result concerning satisfaction or dissatisfaction of all dealers with their brand. It is highly remarkable that the dissatisfaction still persisting in 1996 did not continue in 1997. The overall satisfaction has increased markedly. |
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