Dr. R. Saravanan

Abstract

he service organizations in India are facing a tough competition in the global market due to the liberalization and globalization of Indian economy. Hence service firms are interested to know the customer perceptions of service quality in order to overcome their competitors and attract and retain the customers. Even though sufficient quality management studies have been conducted in manufacturing industries there is an insufficiency of knowledge on the issues to be addressed by the service organizations. Hence the present study has examined the service quality issues in the Indian automobile service sector from the customer's perspective. The research work has studied the overall service quality ofthe automobile service stations in India with respect to the critical factors of service quality. The study found that both the technological factors and the people-oriented factors appear to contribute more in discriminating the three groups of Overall Service Quality.

Keywords- Service Quality, Automobile Sector, Analysis.