Customer Satisfaction And Service Quality In Four Wheeler Automobile Service Industry: A Review

International Journal of Mechanical Engineering

© 2015 by SSRG - IJME Journal

Volume 2 Issue 9

Year of Publication : 2015

Authors : Mohd Javed, Dr.Parul Gupta, Dr.Vishal Saxena

10.14445/23488360/IJME-V2I9P105

How to Cite?

Mohd Javed, Dr.Parul Gupta, Dr.Vishal Saxena, "Customer Satisfaction And Service Quality In Four Wheeler Automobile Service Industry: A Review," SSRG International Journal of Mechanical Engineering, vol. 2,  no. 9, pp. 22-26, 2015. Crossref, https://doi.org/10.14445/23488360/IJME-V2I9P105

Abstract:

Automobile sector play important role in the economy of India. At present most of the person uses vehicle either two wheeler or four wheeler and they expect better service and better quality of their vehicle in different terms such as mileage ,comfort, performance etc. The increment and decrement in the no. of customer is totally depend on customer satisfaction. In the present time there is a lot of competition in the market so there is a need to be conscious about customer satisfaction. This paper deals with the review on customer satisfaction and its effect on automobile industries. At the present time each and every industry try to provide better services and quality of product as well as some additional features in their product which give additional importance in the market. Here we are talking about the four wheeler automobile service Industries in which there are some gaps in between perceived and expected service and this thing directly affect the customer satisfaction, its market and brand value. Customer satisfaction is very important term in each and every industry. The expectation of the customer is that in a less time the service centre provide the best service but due to some gaps this things is not possible. In the further study we will try to reduce these gaps by applying suitable methods and techniques. This paper also gives an idea about latest techniques and methods used by the previous authors in different years.

Keywords:

Customer Satisfaction, Service Quality, Perceived Service

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