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What You Always Wanted to Know About Auto Repair Shops but Were Afraid to Ask—A National Survey of Owner/Operators, Mechanics and Consumers
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Abstract
The quality and cost of auto repairs have been a major source of consumer complaints for many years. However, efforts to improve the automotive repair process have been hindered by lack of reliable quantitative data on factors thought to be significant contributors to consumer complaints.
This paper presents quantitative data from three recent national surveys, including: (1) a personal interview survey of 1,512 automotive service industry owner/operators; (2) a personal interview survey of 591 mechanics employed by those owner/operators; and (3) a telephone survey of 2,434 recent customers of those service facilities.
The paper presents data on repair industry equipment, procedures, practices, and reference materials, as well as mechanic skills, experience, and compensation. Relationships between customer assessment of the repair process and characteristics of the repair facility are also examined.
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Authors
Citation
Magro, W. and Cook, W., "What You Always Wanted to Know About Auto Repair Shops but Were Afraid to Ask—A National Survey of Owner/Operators, Mechanics and Consumers," SAE Technical Paper 810056, 1981, https://doi.org/10.4271/810056.Also In
References
- Ephraim F.G. Kahane C.J. LaHeist W.G. NHTSA “Auto Repair and Maintenance, Programs to Reduce Consumer Loss,” NHTSA Technical Report, DOT HS-803 355 May 1978
- U.S. General Accounting Office “Public and Private Coordination Needed If Auto Repair Problems Are To Be Reduced,” Report by the Comptroller General of the United States, HRD-80-30 January 11 1980
- NHTSA “Evaluation of Diagnostic Analysis and Test Equipment for Small Automotive Repair Establishments, A REPORT to the CONGRESS,” DOT HS-803 536 July 1978
- Magro W.R. et al Booz, Allen & Hamilton Inc. “Special Motor Vehicle Diagnostic Inspection Demonstration Project, Technical Support Contract, Volume I: Executive Summary,” Contract No. DOT-HS-7-01666 (DOT Report No. to be assigned) November 1980
- Magro W.R. et al Booz, Allen & Hamilton Inc. “Technical Support Contract, Volume V: Results of Owner/Operator and Mechanic/Technician Surveys,” Contract No. DOT-HS-7-01666 (DOT Report No. to be assigned) November 1980
- Magro W.R. et al Booz, Allen & Hamilton Inc. “Technical Support Contract, Volume VIII: Results of Consumer Satisfaction Survey,” Contract No. DOT-HS-7-01666 (DOT Report No. to be assigned) November 1980
- National Institute for Automotive Service Excellence 1979
- National Petroleum News Factbook 1979