Service Quality From the Customer's Perspective: An Empirical Investigation

Article

Saravanan, R.; Rao, K.S.P.   (ASQ)   Anna University

Quality Management Journal    Vol. 14    No. 3
QICID: 21094    July 2007    pp. 15-24

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Article Abstract

[This abstract is based on the authors' abstract.]As service organizations in India face increasing competition in the global marketplace, it is important that they take into consideration the customer’s perceptions of service quality in order to attract and retain customers. Service quality issues in the Indian automobile service sector are examined from the customer’s perspective. The study computes and analyzes the service quality indices with respect to six critical factors.

Keywords

Automobile sector, Developing economy, Empirical investigation, Service quality, Customer focus, social responsibility


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