Study of Quality of Service of Service Providers in Motorised Two - Wheeler Industry

The contribution of the service sector to the economy of the developed and developing countries are significant. For instance, in India, the service sector contributing nearly more than 50 percent of GDP. To retain its role for contributing much for the economy and to enhance customer satisfaction, there is a need to study the underlying factors in the service sector. In this paper automobile two-wheeler service sector has been presented.

This paper has attempted to study service quality of two wheeler servicing centers with sample size of 30 respondents each (Authorised dealer, service agents and prtvate garage). This paper has used SERVQUAL scale for data administration and conclude that signifikcant Gap exists between expectation and perception of respondents on all 5 dimensions which are Reliability, Tangibles, Responsiveness, Assurance and Empathy.