About this document

Customer Satisfaction in Auto Services by Shiya is a document available to read on EtoBox.

This document discusses customer satisfaction and service quality in the four-wheeler automobile service industry. It reviews factors that impact customer satisfaction such as meeting expectations, service quality, and reducing gaps between perceived and expected service. The SERVQUAL model is presented as a tool to measure five dimensions of service quality: tangibility, reliability, responsiveness, assurance, and empathy. The model identifies five gaps that can exist between customer expectations and a co

Author

Shiya

Language

EN