After-sales services

Satisfaction

dimension

Dissatisfaction

dimension

Total customer satisfaction

Maintenance

M (43)

0.99

−0.37

0.62

Spare parts supply

O (34)

0.97

−0.53

0.44

Online service (telephone)

M (36)

0.93

−0.47

0.46

Car washing

M (31)

0.81

−0.51

0.30

Inspection

O (41)

0.93

−0.66

0.27

Warranty

O (33)

0.94

−0.54

0.40

Training (driving orientation)

O (34)

0.93

−0.56

0.37

Documentation

O (35)

0.96

−0.82

0.14