Alliance University, Bengaluru
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https://gnanaganga.inflibnet.ac.in:8443/jspui/handle/123456789/14650| Title: | Servqual- Assessment of Service Quality for Carservice Centers |
| Authors: | B. Abdul Azeem Dr N.R.V. Ramana Reddy |
| Keywords: | SERVQUAL Indian Car Aftermarket Services |
| Issue Date: | 2010 |
| Publisher: | Journal of Banking Information Technology and Management |
| Abstract: | The paper tries to explore the reliability and applicability of SERVQUAL instrument in measuring the gap between the customers' expectations and their perceptions about theservice quality of car service centres in India. The study reveals that, although the instrumentis quite reliable, the scores did not merge into five dimensions as proposed by the scale developers. The analysis of the gap scores indicates a negative gap for all the items of thescale implying the need for considerable improvements in car services quality.Key words: SERVQUAL, Indian Car Aftermarket, Services, |
| URI: | http://gnanaganga.inflibnet.ac.in:8080/jspui/handle/123456789/14650 |
| Appears in Collections: | Articles to be qced |
Files in This Item:
| File | Size | Format | |
|---|---|---|---|
| Servqual Assessment of Service Quality for Car.pdf Restricted Access | 2.91 MB | Adobe PDF | View/Open Request a copy |
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