Author(s): Satyendra Sharma, Dr. Jayant Negi
Published in: International Journal of Engineering Research & Technology
License: This work is licensed under a Creative Commons Attribution 4.0 International License.
Volume/Issue: Vol. 3 - Issue 6 (June - 2014)
Service Quality has received increased attention as a means for service firms to attract and retain customers and gain a competitive edge in the marketplace. The measure of service quality performance plays an important role in every quality improvement effort. According to SERVQUAL service quality is a function of five parameters i.e. reliability, assurance, tangible, empathy, and responsiveness (RATER). Further, these parameters are the sub-function of lots of intangible characteristics. For improving service quality level of any organization identification of these characteristics will be the first step. In this work, more than 70 characteristics have been identified for an Automobile service centre. Many of these characteristics are similar in nature; making correction for any one may resolve problems of all the similar characteristics. Hence such characteristics can be grouped in specific categories. Each characteristic has major/minor impact on Servqual parameters. Few amongst them are critical having major impact on more than one parameter. Identifying such parameters is essential for strategizing. In this paper, attempt has been made to categorize quantifiable characteristics on the basis of their impact on RATER for an Automobile service centre.
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