Volume No. :   10

Issue No. :  3

Year :  2019

ISSN Print :  0976-495X

ISSN Online :  2321-5763


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Measuring Service Quality and its relationship with Customer Loyalty in Automobile Sector in Nagpur Region



Address:   Mr. Niraj Milind Gulhane1, Mr. Gaurav Eknath Madankar1, Dr. Abhijeet Agashe2, Dr. Gayathri Band2
1Student, MBA Integrated, Shri Ramdeobaba College of Engineering and Management, Nagpur, Maharashtra, India
2Faculty, MBA, Shri Ramdeobaba College of Engineering and Management, Nagpur, Maharashtra,India
*Corresponding Author
DOI No: 10.5958/2321-5763.2019.00028.3

ABSTRACT:
The present research attempts to find out the service quality and its relationship with customer loyalty in automobile sector in Nagpur region of Maharashtra, India. The objective of the study was to study the satisfaction level of customer regarding service provided by the automobile companies and to study the relationship between service quality and customer loyalty. Primary data was collected with the help of questionnaire and google forms from 153 respondents from different area of Nagpur (63% Urban, 37% Rural). From the analysis of SERVQUAL Model for the four companies i.e. Tata, Honda, Maruti Suzuki and Hyundai we had derived that the customer is more satisfied, more loyal, more intend to buy the Tata products followed by Honda, Maruti Suzuki and Hyundai.
KEYWORDS:
SERVQUAL Model, Maruti Suzuki, Hyundai Motor Company, Honda Motor Company, Tata Motors.
Cite:
Niraj Milind Gulhane, Gaurav Eknath Madankar, Abhijeet Agashe, Gayathri Band. Measuring Service Quality and its relationship with Customer Loyalty in Automobile Sector in Nagpur Region. Asian Journal of Management. 2019; 10(3): 176-180.
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