Service Quality Analysis Essay

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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 objective was used to collect data from
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