Exploring the role of customer-centric car dealership interior design in Sri Lanka: a study on customer satisfaction

Abstract

This research delves into the vital domain of vehicle dealership interiors, recognizing their pivotal role as the main point of connection between customers and manufacturers. It comprehensively explores the variables of product and furniture arrangement, lighting, and thermal comfort to understand their influence on customer satisfaction. Through meticulous analysis of these variables, the study aims to optimise the dealership environment, creating an inviting and comfortable atmosphere that enhances customer experiences and fosters lasting relationships. The findings provide invaluable insights for car dealerships in Sri Lanka, empowering them to improve customer satisfaction, drive brand loyalty, and attain sustained business success. In conclusion, this research presents valuable recommendations for dealerships to improve their interior development strategies. By prioritising customer-centric enhancements in product and furniture arrangement, lighting, and thermal comfort, car dealerships can create an inviting and comfortable environment, thereby elevating customer satisfaction, brand loyalty, and overall business success. These insights serve as a guiding framework for dealerships to elevate their competitiveness in the thriving automotive market of Sri Lanka, setting them apart as preferred destinations for automobile enthusiasts and potential customers alike.