Measuring Service Quality by Using Servqual Scale -A Study on Concorde Tata Moters
Published: 2014
Author(s) Name: I. Anand Pawar, N. Geetha |
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Abstract
This paper aims to measure the quality of service provided by an automobile dealer using the Parasuraman et al. (1988) SERVQUAL scale.
Further, it is to determine how well service level is delivered and how it matches customer expectations on a consistent basis. The sample consists of 50 respondents who have availed automobile services from Concorde TATA Motors -a premier automobile dealer in Hyderabad city. For measuring service quality there are 22-item measurement instrument called SERVQUAL has been used for assessing customers perceptions of service quality in automobile organizations. The study reveals that respondents give assurance as the utmost importance while going for automobile service followed by reliability, responsiveness, tangibility and empathy.
Keywords: Perceived Service Quality, Service Performance, Customer Satisfaction
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