期刊名称：International Journal of Innovative Research in Science, Engineering and Technology
印刷版ISSN：2347-6710
电子版ISSN：2319-8753
出版年度：2015
卷号：4
期号：5
页码：3451
DOI：10.15680/IJIRSET.2015.0405082
出版社：S&S Publications
摘要：In this study, the gap between customer expectations and perceptions in Hero, Bajaj and Honda twowheeler automobile service industries is evaluated using SERVQUAL model with the objective of determining howsatisfied the customers are with the services being provided by these automobile industries. For this, the data wascollected in the form of questionnaire from users of Hero, Bajaj and Honda two wheeler automobile service industries.The hypothesis of the study is analysed using Paired t test, Results of the study show that Bajaj with overall perceivedservice quality level 2.972 provides the best after sales service followed by Hero with 2.869 and Honda with 2.822. It isalso found that there is significant gap between customer expectation and perception in case of Hero and Hondawhereas there is no significant gap found in Bajaj service industry.
关键词：SERVQUAL; Service Quality; Customer Satisfaction; Hero; Bajaj; Honda.
