What Drives Automotive Customer Satisfaction?: A Systematic Literature Review

Engineering notes

Key topics: autonomous driving. See the paper for implementation details and experimental results.

Chinese explanation / 中文解读

中文解读待补充：本站会优先为端到端自动驾驶、BEV感知、3D目标检测、轨迹预测、路径规划、LiDAR感知等高价值论文补充中文说明。

Original abstract

Customer satisfaction is crucial for innovation, profitability, and long-term resilience in the automotive sector. It serves as a foundation for building loyal relationships with consumers. As the industry rapidly evolves, companies must improve their sustainability practices to remain competitive. This article aims to identify the key factors influencing customer satisfaction through a systematic literature review (SLR) using the PRISMA framework. Relevant articles were sourced from the Scopus and Web of Science (WOS) databases and systematically screened at four levels: title screening, abstract screening, diagonal reading, and full-text review. The trend of studies conducted between 2020 and 2024 has been analysed using bibliometrics in RStudio. Findings suggest that operational efficiency, service quality, product innovation, and technology integration are the vital factors influencing customer satisfaction. While there are various factors at play, this article focuses on identifying the most influential ones contributing to customer satisfaction in the automotive industry. Notably, recent literature highlights the increasing use of artificial intelligence (AI) techniques, such as sentiment analysis and predictive analysis, which are pivotal for enhancing real-time feedback and strengthening product loyalty. This research will be valuable for any future studies aimed at improving customer satisfaction in the automobile industry by highlighting these key factors.

Links and sources

• PDF from original source

Comments