IJBTT

Role of Service Quality and Customer Satisfaction in Four Wheeler Automobile Service Industry: A Review

	International Journal of Engineering Trends and Technology (IJETT)
	© 2015 by IJETT Journal
	Volume-28 Number-6
	Year of Publication : 2015
	Authors : Mohammad Javed, Dr.Parul Gupta, Dr.Vishal Saxena
	DOI :  10.14445/22315381/IJETT-V28P254

Citation 

Mohammad Javed, Dr.Parul Gupta, Dr.Vishal Saxena"Role of Service Quality and Customer Satisfaction in Four Wheeler Automobile Service Industry: A Review", International Journal of Engineering Trends and Technology (IJETT), V28(6),287-290 October 2015. ISSN:2231-5381. www.ijettjournal.org. published by seventh sense research group

Abstract
The customer play a role of backbone for success of any Industry. The establishment and progress of any industry is completely depend on customer and its satisfaction. The increment and decrement in the no. of customer is totally depend on customer satisfaction. As we all know that a lot of competitors in the market who manufacture the same product but of varying cost. Not also varying cost they also provide some additional features in the quality of their product. For example if we consider two different cars of different brand in same segment then we see that there are some differences in many of the areas in terms of look, comfort, mileage, additional features and many more. Here the main thing is the customer and they decide their vehicle according to their requirements and they also expect that after sales and service is better. But there are some differences between expected service and the perceived service. This paper deals with the importance of customer satisfaction in Four wheeler automobile service industries and also presents a review on customer satisfaction, service quality and factors which affect customer satisfaction in Automobile service industries. This paper also gives an idea about latest techniques and methods used by the previous researchers in different years.

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Keywords
Customer Satisfaction, Service Quality, Automobile service industries, Perceived Service.