CUSTOMER’S PERCEPTION TOWARDS SERVICE QUALITY OF AUTOMOBILE INDUSTRY
- Nandhini Kishore Babu
Research Scholar, Department of Business Administration, School of Management Studies, Vels Institute of Science, Technology and Advanced Studies, Pallavaram, Chennai-600117
Assistant professor and Research Supervisor, Department of Business Administration, School of Management Studies, Vels Institute of Science, Technology and Advanced Studies, Pallavaram, Chennai-600117
Quality of service has an indirect effect on a company’s performance. Companies must find out what their customers need, want, and perceive. One of the most important elements in customer satisfaction and company profitability is the quality of service . In addition, managers need to identify weaknesses and consider planning for quality improvement, thereby improving efficiency, profitability, and overall performance. Because of that, interest in this area has increased during recent decades and researchers have started to find the best way of measuring customer perspective. The present study represents thecustomer’s perception towards service quality of automobile industry. Convenient sampling technique is used to collect the questionnaire. The study used descriptive research method Questionnaire is used. A sample of 245 employees was completed. The customer of the automobile customers are agreed that the company provide prompt services and also they are received the message from the company when the service will be performed exactly. However, the respondents are felt that the employees are busy to respond to solve the customer queries.
Keyword: Service quality, Reliability, Responsiveness, Tangibles, Assurance, Empathy,