The “Rural Package” Model: A Lean-Logistics and Financial-Flexibility Framework for Optimizing Customer Satisfaction in Rural Automotive After-Sales Services (Evidence from the Samarkand Region, Uzbekistan)

This study develops a customized “Rural Package” service model tailored to the operational dynamics of the most widely used mass-market vehicle platforms — Damas and Cobalt — in the rural territories of the Samarkand region. By integrating the SERVQUAL methodology with critical operational variables — specifically the financial elasticity of the payment framework and the spare-parts procurement lag coefficient (Wparts) — an optimization algorithm for automotive after-sales service systems is constructed on the basis of Lean logistics principles. The empirical sensitivity analysis reveals that the component waiting time (Wparts) constitutes the critical determinant of operational velocity, yielding an elasticity index of ε = 0.78. The synchronous mitigation of logistical frictions and the enhancement of payment-system flexibility generate a significant synergistic effect, elevating the cumulative customer satisfaction index (CSI) by approximately 50 percent. Furthermore, the results indicate that deploying digital and mobile automotive service units effectively neutralizes spatial-geographic barriers, thereby maximizing service utility in peripheral areas. The practical implementation of the proposed value chain strategically transforms local workshops into resilient, proactive ecosystems, fostering the sustainable development of regional transport infrastructure.