Micro Analysis of Two-Wheeler Service in Terms of Service Quality in India With Reference to Dakshina Kannada District of Karnataka

Abstract

The aim of this study is to analyze service quality of two wheeler service centre for a small district with proportionate rural and urban population. In order to evaluate the service quality a servqual -based microanalysis was performed. This helps us understand the customer's perception regarding the service delivered, with regard to five dimension of service quality that is tangibility, reliability, assurance, empathy, and responsiveness. A firm with higher level of quality in service delivered will reap the benefits of efficiency in all the major functions. This will also help them create opinion leaders who through positive word of mouth will help firm perform better. For this, the data was collected using convenience sampling technique from 300 customers in the form of questionnaire. The hypothesis of the study is analysed using multiple regression. Results of the study show that overall perceived service quality in two
wheeler industry is 3.56. It also found that there is significant gap between customer expectation and perception in two wheeler industry. This study provides service managers and administrators an opportunity to identify the dimensions in which larger gaps between customers' expectations and perceptions in a two wheeler industry is
found.