Importance of service quality in building brand loyalty in Indian automobile industry

This research was done to examine the importance of service quality and its impact on service attributes like warrant, after sales service in the context of automobile industry from the customer's point of view. It is based on the five dimensions of service quality (fairness, empathy, reliability, responsiveness and convenience), three dimensions of relationship quality (satisfaction, trust and commitment). Researched on the samples from 100 car user were taken, The study conclude that fairness, assurance, reliability, availability and convenience have strong positive impact on customer satisfaction followed by responsiveness that while the empathy dimension was the least important.