Presenting a Structural Model for Improving Productivity in Small and Medium-Sized Automotive After-Sales Service Industries Based on the APQC Framework: A Case Study of Atin Part Afzar Company
Keywords:
interpretive structural modeling (ISM), productivity improvement, automotive after-sales service, APQC frameworkAbstract
The present article is developed out of necessity and in response to the growing diversity in providing after-sales services, particularly for imported vehicles, for Atin Part Afzar Company, which operates under the Mammut Holding. Based on the research process representation outlined in the paper, achieving a contingency model of after-sales service first required focusing on the key concepts of productivity, modeling, the APQC standard, the system of variables influencing modeling, and the relationships and ratios among them. Relevant literature was gathered through reliable domestic and international documents and references, and expert interviews were conducted to contextualize the contingency process. As a result, a system of variables and an initial conceptual model were proposed. The research is developmental-applied in nature and employed an exploratory mixed-methods design. The validity and reliability of the final model were assessed using SmartPLS software through measurement and structural modeling. The study utilized a purposive sample of 20 participants drawn from different departments of the company, along with several distinguished university professors. Subsequently, the study examined the research hypotheses, which focused on the relationships between the dual dimensions of support management and service, the operational dimension, and 14 interrelations among the components and subcomponents derived from the APQC model. Findings from inferential statistics confirmed the proposed contingency model of after-sales service in Atin Part Afzar Company, and the model was further validated as a good fit. Ultimately, in addition to confirming the hypotheses, the internal and external consistency of the variables—and, in other words, the appropriateness of the variables for application in Atin Part Afzar Company—were verified.
References
Adusei, C., & Tweneboah-Koduah, I. (2019). After-sales service and customer satisfaction in the automotive industry in an emerging economy. Open Access Library Journal, 6. https://www.scirp.org/journal/paperinformation?paperid=90209
Armaghan, N. (2016). Managing Experiences and Information in the Repair, Maintenance, and After-Sales Service Unit of an Industrial Company. Quarterly of Human-Information Interaction, 3(9), 44-54. https://system.khu.ac.ir/hii/article-1-2450-en.html
Arsawan, I. W. E., Koval, V., Rajiani, I., Rustiarini, N. W., Supartha, W. G., & Suryantini, N. P. S. (2022). Leveraging knowledge sharing and innovation culture into SMEs sustainable competitive advantage. International Journal of Productivity and Performance Management, 71(2), 405-428. https://doi.org/10.1108/IJPPM-04-2020-0192
Azar, A., Mehdizadeh, A., Alirezaei, A., & Abbas Pour Esfeden, G. (2021). Designing a World-Class After-Sales Service Model Using Soft Systems Methodology: A Case Study of the Iranian Liquid Gas Industry. Journal of Industrial Management Studies(60), 1-49. https://doi.org/10.1504/IJLSM.2021.10038870
Damayed, H. M. (2017). Increasing customer satisfaction from after-sales services with simulation modeling in an automobile company in Palestine Najah National University]. Nablus, Palestine. https://repository.najah.edu/server/api/core/bitstreams/6ec600eb-ef9c-4f0c-ad97-256d23301876/content
Darvishi, m. (2022). Investigating the effect of marketing mix factors (product, price, after-sales service, location) on customer retention by considering the mediating role of perceived customer value (Case study: customers of Digistyle clothing online store. Journal of Intelligent Marketing Management, 2(6), 93-106. https://www.jnabm.ir/article_251717.html
https://www.jnabm.ir/article_251717_69e11373b95a906dbdcdf0d784f1b6b8.pdf
Dorogbo, C. M. (2019). After-sales service and after-sales support: systematic review, theory and future research directions. International Journal of Production Research, 58(3), 1-36. https://www.researchgate.net/publication/337468047_After-sales_services_and_aftermarket_support_a_systematic_review_theory_and_future_research_directions
Ebrahimi Sadrabadi, M., Seyyed Esfahani, M. M., & Kimiagari, A. M. (2018). Presenting a Combined Mathematical Model Based on Econometrics and Clustering for Corporate Profit Planning Through After-Sales Service Management (Case Study: Automotive Industry: Logan Car). Quarterly of Management Research in Iran, 22(3), 51-76. https://en.civilica.com/doc/2160892/
Ebrahimi Zadeh, S., Sobt, M. V., & Davari Ardakani, H. (2019). Designing a Model for Allocating Support Personnel to After-Sales Service Recipients in Integrated Systems (Case Study: Chargoon Company). Scientific-Research Quarterly of Information Management(11), 143-165. https://www.aimj.ir/article_101837.html?lang=en
Golabchi, H., Kiaee, M., & Kameli, M. J. (2024). Designing a Superior Service Delivery Model in Education to Enhance Public Satisfaction [Research Article]. Iranian Journal of Educational Sociology, 7(1), 189-197. https://doi.org/10.61838/kman.ijes.7.1.18
Hernita, H., Surya, B., Perwira, I., Abubakar, H., & Idris, M. (2021). Economic Business Sustainability and Strengthening Human Resource Capacity Based on Increasing the Productivity of Small and Medium Enterprises (SMEs) in Makassar City, Indonesia. Sustainability. https://doi.org/10.3390/su13063177
Khaksar, S. M. S., Chu, M. T., Rozario, S., & Slade, B. (2023). Knowledge-based dynamic capabilities and knowledge worker productivity in professional service firms The moderating role of organisational culture. Knowledge Management Research & Practice, 21(2), 241-258. https://doi.org/10.1080/14778238.2020.1794992
Khalifeh Soltani, H., & Vakili Manesh, M. (2020). The Impact of Corporate Governance on Risk-Taking in Market Share Increase (A Reflection on the Performance of Inspection and Quality Control Companies). Management of Advertising and Sales(2), 681-694. https://www.noormags.ir/view/en/articlepage/1731664/
Kwarteng, S., Frimpong, S. O., Asare, R., & Wiredu, T. J. N. (2024). Effect of employee recognition, employee engagement on their productivity: the role of transformational leadership style at Ghana Health Service. Current Psychology, 43(6), 5502-5513. https://doi.org/10.1007/s12144-023-04708-9
Mohd, N., Mohd, A., & Aruna, M. (2021). Synergistic effect of after-sales service, customer satisfaction, loyalty and repurchase intention on word-of-mouth advertising. International Journal of Quality and Service Sciences, 13(3), 489-505. https://doi.org/10.1108/IJQSS-01-2021-0015
Niazi, A., Saghafi, M., & Hajian, H. (2020). The Nature of After-Sales Service Commitment and its Origin. Journal of Comparative Law Research, 24, 26-60. https://clr.modares.ac.ir/article-20-27677-en.html
Nordin, N., Jacob, A. A., Hops, R. C., Radzi, W., & Sarai, U. N. (2016). Evaluation of Service in Automotive After-Sales Services. Journal of Advanced Research in Business and Management Studies, 4(1), 43-50. https://www.researchgate.net/publication/309039997_Service_Evaluation_on_Automotive_After-Sale_Service
Nordin, N., Osman, A. A., & Adom, A. H. (2016). A review on lean assessment models and performance measures. Journal of Advanced Review on Scientific Research, 21(1). https://www.researchgate.net/publication/301796109_A_Review_on_Lean_Assessment_Models_and_Performance_Measures
Odeh, M., Obeidat, R. B. S., Jaradat, B. Y., Masa'deh, M. O., & Alshurideh, M. T. (2023). The transformational leadership role in achieving organizational resilience through adaptive cultures: the case of Dubai service sector. International Journal of Productivity and Performance Management, 72(2), 440-468. https://doi.org/10.1108/IJPPM-02-2021-0093
Pourhosseini, A., Farid Chehr, E., & Ashrafi, H. (2019). Designing an Integrated Marketing Communications Model and Its Impact on Brand Image and Company Financial Performance (Case Study: Zamyad Automobile Company). Research Journal of History, Politics, and Media(7), 415-437. https://magiran.com/paper/2049698/designing-an-integrated-marketing-communication-model-and-its-impact-on-brand-image-and-corporate-financial-performance-performance-case-study-zamyad-automotive-company?lang=en
Sahafzadeh, A., & Haghighi, M. (2023). Designing a Model for Empowering Iranian Brands with an Emphasis on the Open Innovation Approach in the Home Appliances Industry. New Marketing Research Journal, 12(4), 91-112. https://doi.org/10.22108/nmrj.2023.135031.2756
Surya, B., Menne, F., Sabhan, H., Suriani, S., Abubakar, H., & Idris, M. (2021). Economic Growth, Increasing Productivity of SMEs, and Open Innovation. Journal of Open Innovation Technology Market and Complexity. https://doi.org/10.3390/joitmc7010020
Taber, K. S. (2018). The Use of Cronbach's Alpha When Developing and Reporting Research Instruments in Science Education. Research in Science Education, 48, 1273-1296. https://doi.org/10.1007/s11165-016-9602-2
Tariq, A., Sumbal, M. S. U. K., Dabic, M., Raziq, M. M., & Torkkeli, M. (2024). Interlinking networking capabilities, knowledge worker productivity, and digital innovation: a critical nexus for sustainable performance in small and medium enterprises. Journal of Knowledge Management, 2, 12-36. https://doi.org/10.1108/JKM-09-2023-0788
Downloads
Published
Submitted
Revised
Accepted
Issue
Section
License
Copyright (c) 2025 Amirhossein Vaziri (Author); Abbas Chahardoli; Hossein Adab (Author)
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
