SERVICE QUALITY GAP ANALYSIS OF PREMIUM BRAND COMMERCIAL VEHICLE COMPANY

The commercial vehicle industry in India has witnessed tremendous growth in the past few years. Global truck makers are targeting India’s commercial vehicle segment to tap the potential of the world’s third largest truck market. Service quality is becoming more and more important to commercial industries as customer satisfaction and loyalty lead to repeated purchases and higher market share, increased profitability and word of mouth publicity and also work as a tool for providing competitive advantages. The premium brand heavy commercial (company X) are having presence in India and  engaged in manufacturing, sales and service of heavy commercial vehicle product in domestics market.  There is a need for the comprehensive study at Company X which would cover all aspects of service quality and customer satisfaction. Service quality is an assessment of how well you delivered service conformed to customer expectation. Industry assess the service quality in order to improve their services, to easily identify problems and to provide better customer satisfaction. The study aims to find the gap between expected and perceived service quality factors in company x of premium brand commercial vehicle company. This study is measuring service quality by using SERVQUAL- a perceived service quality questionnaire methodology. SERVQUAL examines five dimensions of service quality, responsiveness, assurance, empathy, tangible and Reliability.Heavy commercial vehicle customers are holding different types of expectations about service quality. There is considerable gap exist between expected and perceived service quality of company X premium brand heavy commercial vehicle. The results of the research showed that customer of company X heavy commercial vehicle are not satisfied with after services rendered by the company.