Service quality expectations towards multi-utility vehicle segment in India

The research is an attempt to identify the service variables expected from service providers and perceived by the onwers‘ of Multi-utility (MUV/MPV,Multi-Utility/Multi-Purpose) vehicle segment campared to other- (Hatchback, Sedan, Mini-van, and Mid-size) vehicle segment. Quality service will in future determine brand establishment, repurchase and recommendation. Result indicate significant difference in expected and perceptual quality from service providers. To increase product footprint, continous service quality gaps identification and bridging is to be done. Considering this question as hypothesis, data is collected from the segment owners‘ and owners‘ from other vehicle segment to gauge the difference of expectation. To minimize the gap, first, gap must be identified. This study made an attempt in this direction. Findings will help service providers and vehicle manufacturers to design and formulate service strategies considering consumer expected one‘s irrespective of vehicle segment.