Assess the Prevailing Trends, Challenges, and Operational gaps in After-Sales Service and Parts at Tamrin Motors.

Abstract

The automotive after-sales sector plays a critical role in ensuring customer satisfaction, brand loyalty, and operational efficiency. This study assess the prevailing trends, challenges, and performance gaps in after-sales service and spare parts management at Tamrin Motors, Ethiopia, with a focus on identifying systemic deficiencies and improvement opportunities. A mixed-method approach was adopted, incorporating surveys of 73 employees—including technicians, supervisors, and managers—alongside qualitative interviews and questionnaires. Findings indicate that while the workforce demonstrates high technical competence and motivation, significant gaps exist in workshop infrastructure, spare parts inventory management, digital systems, communication. Key challenges include decentralized workshops, inconsistent service quality, reactive procurement, inadequate training for modern vehicle technologies, and weak customer engagement processes. The study concludes that operational inefficiencies at Tamrin Motors are primarily driven by systemic and structural weaknesses rather than individual capacity. Based on these insights, the research proposes strategic interventions in human capital development, standardized workshop operations, proactive spare parts management, digital transformation, and performance-based promotion. Implementing these measures is expected to enhance service quality, operational efficiency, customer satisfaction, and long-term competitiveness. The study contributes to both academic literature and practical guidance for automotive dealerships in emerging markets facing similar after-sales service challenges.