Influence of Service Quality in Online Car Portals on Young Customers

Online/e-buying has unmistakeably become a pervasive mode of buying irrespective of product nature, especially pre-owned car market. Since there is a boom in the internet and technology, customers are gradually turning towards e-commerce every day. The automobile markethas predominantly become consumer-driven. The ultimatefocus is nowgearingup from product based to need based marketing. So it gives a great deal of prominence to identify the consumers’ perception and their behaviour towards online portals and the marketing strategies work. The research was concentrated in Coimbatore (the Manchester of South India) in Tamilnadu, which provided insight into the service quality, that is there in the minds of the youngsters, from professional colleges in Coimbatore City. The study throws in rapid response, the various service qualities that the online pre-owned car portals offer to the youth category. The study was conducted among 90 respondents, via questionnaire model in Coimbatore City, who used a car for their daily commute. The research concludes that the service quality and customer loyalty, provided by the online, pre-owned car portals, have significant changes in some parts of quality and loyalty rendered to the youth.