Model of Cyber Physical System in the Customer Satisfaction of Automobile Industry in India

12th International Scientific Conference "Business and Management 2022" 2022
Vladimirs Šatrevičs, Sibin James, Irina Voronova

The most important thing to improve the customer service and customer satisfaction is to identify the de-mands to the customer. Automobile industries need to find the significant factors, which will meet the demands of the customer to a greater extent. The present research includes identification of important cyber physical system factors from the factorial analysis. Descriptive analysis used for the data analysis of the survey results. The relations between the important factors were evaluated and model of the cyber physical system factors in the customer satisfaction of automobile industry is suggested. We conclude the Cyber physical systems factor with the important 5 factors such as Safety, Energy-saving, E-receipts, Inbuild Multi-dimensional human machine interactive systems, and Smart Recycle, manufacture and redesign are the crucial aspects in the customer service.

Atslēgas vārdi
customer service, customer satisfaction, customer relationships management, automobile companies, Industry 4.0, smart product service systems, cyber physical systems
DOI
10.3846/bm.2022.736
Hipersaite
http://bm.vgtu.lt/index.php/verslas/2022/paper/viewFile/736/232

Šatrevičs, V., James, S., Voronova, I. Model of Cyber Physical System in the Customer Satisfaction of Automobile Industry in India. No: 12th International Scientific Conference "Business and Management 2022", Lietuva, Vilnius, 12.-13. maijs, 2022. Vilnius: VILNIUS TECH, 2022, 1.-11.lpp. ISBN 978-609-476-288-8. e-ISBN 978-609-476-289-5. ISSN 2029-4441. e-ISSN 2029-929X. Pieejams: doi:10.3846/bm.2022.736

Publikācijas valoda
English (en)