Validation of the After-Sales Service Curriculum Model for the Automotive Industry in Iran
Keywords:
Validation, Curriculum, After-Sales Service, Automotive Industry, Confirmatory Factor Analysis, Customer SatisfactionAbstract
This study aimed to validate the after-sales service curriculum model for the automotive industry in Iran. This applied quantitative study was conducted using a descriptive-survey design. The statistical population consisted of specialists, instructors, experts, and experienced individuals in the field of after-sales service in the Iranian automotive industry. Due to the limited and accessible nature of the population, non-random convenience sampling was used, and 18 participants were finally included in the study. Data were collected using a researcher-made questionnaire designed to validate the after-sales service curriculum model. The questionnaire included 58 closed-ended items scored on a five-point Likert scale. Data were analyzed using the Kaiser-Meyer-Olkin index, Bartlett’s test of sphericity, skewness and kurtosis indices, confirmatory factor analysis, structural equation modeling, and the Friedman ranking test. The Kaiser-Meyer-Olkin value was 0.881, and Bartlett’s test of sphericity was significant at 0.001, confirming the adequacy of the data for factor analysis. Skewness and kurtosis values were within the acceptable range, indicating normal distribution of the observed variables. The factor loadings of the questionnaire items ranged from 0.80 to 0.99. Model fit indices showed an acceptable fit: chi-square/degrees of freedom ratio = 1.6, root mean square error of approximation = 0.03, adjusted goodness-of-fit index = 0.95, normed fit index = 0.93, goodness-of-fit index = 0.99, and adjusted goodness-of-fit index = 0.91. The Friedman test indicated a significant difference among the rankings of the model components. Customer satisfaction ranked first with a mean rank of 5.56. The findings confirmed that the after-sales service curriculum model for the automotive industry in Iran has acceptable validity and model fit. The validated model can be used as a reliable framework for designing, implementing, and evaluating specialized training programs in automotive after-sales service.
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Copyright (c) 1403 Seyed Mostafa Nooroddin (Author); Kambiz Poushaneh; Gholamreza Yadegarzadeh (Author)
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