A Study to Analyze the Impact of Service Quality of Automobile Sector on Customer Satisfaction

Services of automobile industries are very important in today’s scenario. It not only affects the satisfaction level of its customers but also its success depends upon the services it provides to its customers. This paper deals with the service quality provided by 7 different four wheeler companies to its customers in Rohtak. Also, it shows how the service quality provided affects the satisfaction level of customers. A random sample of 70 customers of 7 four wheeler companies is used to find results of study. A parasuraman Servqual model questionnaire was used to know service quality and various tools like correlation, regression were used in the study. Study found that all the five factors of service quality viz: reliability, assurance, tangibility, empathy and responsiveness affect the satisfaction level of customers.