AN ASSESSMENT OF SERVICE QUALITY IN THE AUTOMOBILE SERVICE INDUSTRY: A STUDY OF A DEVELOPING COUNTRY
Journal: Proceedings on Engineering Sciences (Vol.5, No. 1)Publication Date: 2023-03-30
Authors : Saman Yapa Rangesh Fernando;
Page : 85-96
Keywords : Service Quality; SERVQUAL Model; automobile service industry; Sri Lanka; Factor Analysis;
Abstract
This paper outlines the findings of a research done to see whether the SERVQUAL model, which was developed for a Western industrialized nation, could be applied to the automobile service industry in Sri Lanka, a developing nation in South Asia. Only a few studies on the auto service business are found in literature, despite the fact that many studies have been carried out using the SERVQUAL model. Additionally, many scholars have emphasized the need for the development of industry/culture-specific tools to measure service quality. Both of these needs are met by the current research. According to the investigation, the chosen industry's dimensions of service quality are reliability of work, responsiveness, assurance and tangibles. Except empathy, these dimensions are comparable to the original SERVQUAL model dimensions. The managers of auto service centers in nations that are socially and economically similar to Sri Lanka might utilize the modified questionnaire created in the current study to assess the level of customer service provided by those facilities. Additionally, it was discovered that, with the exception of tangibles, customers were dissatisfied with all dimensions of service quality. Managers of service centers must therefore focus more on enhancing the human components of the service.
Other Latest Articles
- CALCULATION OF THE TOTAL COST OF OWNERSHIP OF 5G NETWORK FOR DIFFERENT TYPES OF ARCHITECTURE: DISTRIBUTED RAN, CENTRALIZED RAN AND OPEN RAN
- IMPROVING QUALITY OF PREDICTIVE MAINTENANCE THROUGH MACHINE LEARNING ALGORITHMS IN INDUSTRY 4.0 ENVIRONMENT
- FAILURE MODE AND EFFECTS ANALYSIS AND DATA MINING APPROACH TO QUALITY IMPROVEMENT IN MANUFACTURING INDUSTRY
- STUDY OF FAILURE STATISTICS OF CAVITATORS IN THE FUEL OIL FACILITIES THROUGH THE APPLICATION OF REGRESSION AND CLUSTER ANALYSIS
- MONITORING CHANGES IMPLEMENTATION OF INTERNATIONAL ACCOUNTING STANDARDS BASED ON THE STATISTICAL METHOD OF PRINCIPAL COMPONENTS
Last modified: 2023-03-16 01:35:28