Evaluation of Service Quality in Two Wheeler Automobile Industries Using Servqual Model
In this study, the gap between customer expectations and perceptions in Hero, Bajaj and Honda two wheeler automobile service industries is evaluated using SERVQUAL model with the objective of determining how satisfied the customers are with the services being provided by these automobile industries. For this, the data was collected in the form of questionnaire from users of Hero, Bajaj and Honda two wheeler automobile service industries. The hypothesis of the study is analysed using Paired t test, Results of the study show that Bajaj with overall perceived service quality level 2.972 provides the best after sales service followed by Hero with 2.869 and Honda with 2.822. It is also found that there is significant gap between customer expectation and perception in case of Hero and Honda whereas there is no significant gap found in Bajaj service industry.
Mohd. Talha Khan , R.S. Jadoun