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Automobile Service Quality Essay

2068 Words9 Pages

ANALYSIS OF SERVICE QUALITY WITH REFERENCE TO A LEADING AUTOMOBILE SERVICING FIRM IN CHENNAI

Dr. S.Selvabaskar,
Associate Professor, School of Management, SASTRA University.
Thirumalaisamudram, Thanjavur, Tamilnadu, India.
Email –selvabaskar@mba.sastra.edu
K. Athirathan,
Student, II year MBA, School of Management, SASTRA University.
Email – athi.rathan.civil@gmail.com

ABSTRACT
In this study, service quality analysis was carried out in a leading automobile service firm in Chennai. The objective of this study is framed to examine the service quality across five dimensions such as tangibles, reliability, responsiveness, assurance and empathy as recommended by Zeithmal and Parashuram SERVQUAL model. A structured questionnaire with required items supporting the above …show more content…

They wanted to conduct thorough analysis about the existing service quality in order to identify areas of concern as indicated by their existing customers. It is believed that this result oriented analysis will further enhance their service quality.
1.2 Objectives of the Study
• To examine the perception of customers towards the service quality dimensions such as tangibility, reliability, responsiveness, assurance and empathy.
• To analyze customer satisfaction level with reference to the service provided by the firm.
• To find out customers’ expectation regarding the automobile service from the service provider.
2. METHODOLOGY
The methodology used in this study includes publication research, interviews, surveys and other research technique. Descriptive analysis was used in this study. A well-structured questionnaire is used to collect primary data. The primary data used for this study were collected for period of one month 10th march 2015 to 10th April 2015. Primary data is used to study the objectives and testing for null hypothesis.
2.1 Sampling

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