Service quality gap - a tale of two companies
by Hasnan Baber
International Journal of Services, Economics and Management (IJSEM), Vol. 10, No. 1, 2019

Abstract: The study is aimed to explore the service quality gap of two automobile companies in India. A structured 25-item questionnaire was used to collect primary data from 1,320 customers from two companies by stratified sampling of selected states. Data was statistically analysed through reliability analysis, exploratory factor analysis, paired sample t-test and confirmed factor analysis. The findings revealed a significant gap in service quality of both companies. Only tangibility and empathy factor has expected level lower than the perceived service quality level. Also in both companies SERVQUAL model has a constructive and significant impact on customer satisfaction. The findings will help in comparing service quality levels of two companies and improving the same.

Online publication date: Tue, 09-Apr-2019

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Services, Economics and Management (IJSEM):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com