Service Quality From the Customer's Perspective: An Empirical Investigation

Service organizations in India are facing tough competition in the global market because of the liberalization and globalization of the Indian economy. Hence, it is helpful for service firms to know the customer's perceptions of service quality in order to overcome their competitors and attract and retain customers. Even though many quality management studies have been conducted in manufacturing industries there is insufficient knowledge in the service sector on the issues to be addressed by the service organizations. Hence, this study examined the service quality issues in the Indian automobile service sector from the customer's perspective. The research studied the overall service quality of the automobile service stations in India with respect to the critical factors of service quality. Further, the work computes and analyzes the service quality indices with respect to the six critical factors as a whole in order to ascertain the level of service quality in the Indian automobile service sector.

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