The most important thing to improve the customer service and customer satisfaction is to identify the de-mands to the customer. Automobile industries need to find the significant factors, which will meet the demands of the customer to a greater extent. The present research includes identification of important cyber physical system factors from the factorial analysis. Descriptive analysis used for the data analysis of the survey results. The relations between the important factors were evaluated and model of the cyber physical system factors in the customer satisfaction of automobile industry is suggested. We conclude the Cyber physical systems factor with the important 5 factors such as Safety, Energy-saving, E-receipts, Inbuild Multi-dimensional human machine interactive systems, and Smart Recycle, manufacture and redesign are the crucial aspects in the customer service.

DOI: https://doi.org/10.3846/bm.2022.736