Analysis of Service Quality with Reference to a Leading Automobile Servicing Firm in Chennai

In this study, service quality analysis was carried out in a leading automobile service firm in Chennai. The objective of this study is framed to examine the service quality across five dimensions such as tangibles, reliability, responsiveness, assurance and empathy as recommended by Zeithmal and Parashuram SERVQUAL model. A structured questionnaire with required items supporting the above objective was used to collect data from the respondents. Simple random sampling method was used to select the respondents. A sample size of 200 was fixed by the researcher. The data was analyzed using certain statistical tools such as ANOVA and Correlation to test various hypotheses of the study. The researcher has put forward many recommendations to the firm to improve the automobile services further. One such recommendation is that they need to persuade their customers to bring the vehicle for service during non-peak hours so that the waiting time during peak period will be reduced significantly. This can be done by introducing some special offers and discounts on related service products. Customers think that they bring back their vehicle for repeat service work mostly on accessories followed by brakes. Thus the service administration needs to provide an exclusive section to deal with it for servicing the accessories which reduces the repeat service work done on it.