Abstract:
"Increasing the service quality is a vital factor for any business organization, especially in the
automobile industry, where customer satisfaction can make or break a workshop's
reputation. Traditional manual processes used by workshops can result in errors, delays, and
miscommunications, leading to customer dissatisfaction. It is identified that incorrect
estimations including but not limited to time, cost, workshop quota and the inability to track
and monitor the progress of ongoing work can lead to frustrated customers who may choose to take their business elsewhere.
The project aims to address the problem statement by designing, developing, testing and
evaluating an application that would improve customer loyalty and satisfaction by
facilitating automobile workshops to provide a better service. Literature reviews were done
to validate the domain and gain deeper understanding on the existing theories and models
that can be utilized to increase the service quality of automobile workshops. To propose an
effective solution, requirements were gathered from domain experts, employees and
customers using interviews and questionnaires.
Since the requirement gathering was done in Sri Lanka, it was identified that attempts to
increase service quality in this sector was limited. Hence, the AutoTec mobile application
was developed as a solution which provided features such as providing customers with a
login to access their vehicle's status, inspection report, pre-repair estimates, and
approval/refusal options for estimates which will increase transparency and communication
between the customer and the workshop. Experts and non-experts in the domain and IT
industry evaluated the solution and commended on the overall approach to address the
problem domain and increase the service quality in this sector."
